Customer Support Analyst
Job Summary
To support a growing healthcare SaaS company, the full-time remote Customer Support Analyst will manage customer support requests, collaborate across departments to resolve issues, and enhance documentation and support processes.
Key Responsibilities
- Provide high-quality resolution of customer support requests from Tier 1 to Tier 3 while managing expectations and communication
- Create and maintain documentation, troubleshooting guides, and knowledge base content to improve self-service and consistency
- Analyze support trends to recommend process improvements that enhance customer satisfaction and operational efficiency
Required Qualifications
- 3+ years of experience in Customer Support, Technical Support, Help Desk, or a related customer-facing role
- Experience in a SaaS environment
- Demonstrated experience creating documentation and operational processes
- Strong troubleshooting and organizational skills
- Ability to manage competing priorities in a fast-paced, remote environment
Complete Job Description
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