Support Analyst I, Customer Success Operations

Role Overview

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, 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

Requirements

• 3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Must have strong experience in at least one of the following:
• Technical troubleshooting and problem-solving
• Clinical documentation improvement (CDI) processes
• Healthcare information systems
• 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 or other ticketing systems
• 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.

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.