Senior Support Analyst

3 days ago

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SmarterDx

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💰 $6M Seed Round on 2022-04

Description

• Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat • Build and maintain strong relationships with 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 engineering team when necessary, providing clear and detailed information about the problem • Develop and maintain support documentation, including FAQs, user guides, and troubleshooting procedures • Collaborate with the product team to provide user feedback and suggestions for product improvements • Monitor support metrics and contribute to continuous improvement of support processes • Conduct user training sessions and create educational materials to enhance user proficiency with our application • Stay up-to-date with product updates and features to provide accurate and current support

Requirements

• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS • Experience with Jira or other ticketing systems • Must have strong experience in at least one of the following: • Clinical documentation improvement (CDI) processes • Healthcare information systems • Technical troubleshooting and problem-solving • 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 • 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 benefits • 401k • Free One Medical membership • Parental leave • Remote first • Minimal bureaucracy • Incredible teammates!