Client Support Analyst I

SmarterDx, Inc.; Northern (KY); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Paid Parental Leave

Remote-First Team

Unlimited PTO

11 Holidays

401(k) with Traditional & Roth Options

Minimal Bureaucracy

Incredible Teammates

Job summary

SmarterDx is seeking a Client Support Analyst who thrives on solving complex problems and taking ownership from intake through resolution. As the first point of contact for our clients, you'll investigate technical and workflow issues, 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

Qualifications

• 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS.
• Experience with Jira, Zendesk, or other ticketing 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.

Responsibilities

• 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

Skills

Technical troubleshooting

CDI processes

EMRs

Tools

Jira

Zendesk

Slack

Salesforce

SQL

Job description

SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform interprets the nuances behind every patient story and makes clinically-sound recommendations for revenue cycle teams — helping hospitals recover earned revenue, improve quality metrics, reduce denials, and streamline revenue cycle operations. As a Smartian, you’ll help build technology that makes healthcare more accurate, sustainable, and effective for everyone. Learn more at smarterdx.com/careers .

Role

SmarterDx is seeking a Client Support Analystwho 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 accelerate
• 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 base salary range for this role is $60,000–$70,000. This role is eligible for the Company’s standard employee benefits and participates in the Company’s accrued PTO program, with up to 15 days of PTO accrued per year.

• 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 & 11 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.

As part of our hiring process, you will be asked to complete a background check once an offer of employment has been accepted. Are you willing to complete a background check? * Select...

Will you now or in the future require SmarterDx to file a petition or application for employment-based visa status on your behalf to begin or continue employment with our company? If you are a US citizen, your answer to this question should be "no." If you are not a US citizen and you have non-immigrant status, for example F-1 or H-1, your answer to this question should be “yes.” Please note that we regretfully cannot provide sponsorship for new employment-based visa status at this time. * Select...

This role is remote, however, you must currently reside in the United States in order to be considered. Do you currently reside in the United States? * Select...