Role
SmarterDx is seeking a part-time Client Support Analyst (no more than 25 hours a week, 8AM - 12PM ET or 5PM-12PM ET) who thrives on solving complex problems and taking ownership from initial intake through resolution. As the first point of contact for our clients, you'll investigate technical and workflow issues, determine the appropriate next step, communicate clearly with stakeholders, and independently drive tickets forward while collaborating with internal teams when additional expertise is needed.
Success in this role requires strong critical thinking, sound judgment, exceptional written communication, and the ability to distinguish between issues you can resolve independently and those requiring escalation. Our Client Support Analysts are expected to investigate thoroughly, leverage documentation, and use internal experts as collaborative resources—not as routine decision makers.
Our Client Support team values ownership over handoffs. Client Support Analysts are expected to investigate issues thoroughly, leverage documentation and historical knowledge, communicate proactively with clients, and use teammates as collaborative partners rather than approval checkpoints. Success is measured not only by responsiveness, but by judgment, accountability, and the ability to consistently move clients issues toward resolution.
What You'll Do
- Serve as the initial point of contact for end user inquiries, providing timely and effective support via email, chat, and chat
- Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
- Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
- Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
- Stay up-to-date with product updates and features to provide accurate and current support
- Own clients issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward
- Investigate problems using internal documentation, historical tickets, product knowledge, and available troubleshooting tools before escalating
- Determine the most appropriate next step based on available information rather than waiting for direction
- Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket
- Escalate issues only after documenting investigation findings, attempted resolutions, and remaining blockers
- Balance competing priorities while maintaining momentum across multiple active client issues
What You Bring
- 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS
- Must have strong experience in at least two of the following:
- Technical troubleshooting and problem-solving
- Clinical documentation improvement (CDI) processes
- Healthcare information systems/electronic medical records (EMRs)
- Excellent communication skills, with the ability to explain technical concepts to non-technical users
- Strong empathy and patience, with a genuine desire to help users succeed
- Experience with Jira, Zendesk, or other ticketing systems
- Experience with Slack
- Ability to quickly learn and adapt to new technologies and processes
- Excellent time management and prioritization skills in a remote environment
- Proactive approach to identifying and resolving potential issues before they escalate
- Demonstrated ability to independently troubleshoot ambiguous technical problems
- Strong critical thinking skills with the ability to analyze incomplete information and make sound decisions
- Excellent written communication with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Ability to prioritize competing work while maintaining ownership of multiple client issues
- Proven attention to detail in documentation, client communications, and process execution
- Comfort working within defined processes while exercising sound judgment when situations fall outside documented guidance
- Ability to receive feedback and quickly incorporate it into future work
Nice to Haves
- Experience with electronic medical records (EMRs) or related healthcare applications
- Knowledge of medical terminology and hospital workflows
- Salesforce and/or SQL experience
Compensation
The hourly rate for this role is $34.62. This role is eligible to participate in the Company’s 401(k) plan and participates in the Company’s accrued PTO program, with up to 15 days of PTO accrued per year. This role is not eligible for other standard employee benefits.
