Senior Client Support Analyst
Job Summary
Serving as a technical leader within the Client Support organization, the full-time remote Senior Client Support Analyst will manage complex client issues, drive technical investigations, and mentor junior analysts while ensuring operational excellence and proactive communication.
Key responsibilities
- Own and resolve the organization's most complex client issues and executive escalations through thorough technical investigation
- Maintain ticket ownership from intake to resolution, prioritizing based on client impact and operational risk while ensuring accurate documentation
- Lead client communications, translating technical concepts for diverse audiences and maintaining client confidence throughout investigations
Required qualifications
- 7-10 years of experience in technical support or customer service roles, preferably in healthcare technology or SaaS
- Proven ability to independently lead complex technical investigations involving multiple stakeholders
- Strong experience in technical troubleshooting and problem-solving, as well as creating or updating user documentation
- Excellent written and verbal communication skills, with experience leading client conversations
- Proficiency with Jira, Zendesk, or similar ticketing systems
Complete Job Description
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