Client Support Analyst

Job Summary

To support a growing healthcare technology company, the remote Client Support Analyst will serve as the first point of contact for client inquiries, troubleshoot technical issues, and manage client relationships while ensuring timely resolution of support tickets.

Key responsibilities

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via email and chat
• Troubleshoot and resolve technical issues, distinguishing between user errors and system-level problems, while escalating complex issues as necessary
• Own client issues from intake through resolution, ensuring proactive communication and thorough investigation of problems

Required qualifications

• 3-5 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS
• Strong experience in technical troubleshooting and problem-solving, as well as familiarity with clinical documentation improvement processes or healthcare information systems
• Experience with ticketing systems such as Jira or Zendesk, and communication tools like Slack
• Excellent written communication skills, with the ability to explain technical concepts to non-technical users
• Proactive approach to identifying and resolving potential issues before they escalate, along with strong time management skills in a remote environment