Client Support Analyst I

CV in; Northern (KY); Hybrid; USD 47,000 - 54,000; Part time

Job summary

SmarterDx is seeking a part-time Client Support Analyst I to serve as the first contact for clients using the clinical AI platform. This remote role operates during defined US hours and emphasizes empathetic, independent problem solving to protect the client experience.

You will investigate inquiries via email and chat, document steps, and own tickets from intake to closure while staying current on product changes for healthcare workflows.

Qualifications

• 3-5 years of experience in technical support or client service, preferably in healthcare technology or SaaS.
• Proficiency with Jira, Zendesk, or similar ticketing platforms and Slack for team coordination.
• Maintain meticulous attention to detail in documentation, client communications, and process execution.

Responsibilities

• Investigate client inquiries received by email and chat, and resolve issues using internal documentation and historical tickets.
• Build rapport with end users by understanding healthcare workflows and technical contexts while maintaining empathy.
• Distinguish user errors from application-level faults to route cases correctly without unnecessary escalation.
• Escalate complex technical issues to internal experts after documenting investigation steps, attempted fixes, and remaining blockers.
• Own tickets from intake through closure, ensuring each case progresses toward resolution.

Skills

Technical troubleshooting

CDI knowledge

Healthcare IT

Tools

Jira

Zendesk

Slack

Job description

# Client Support Analyst ISmarterDxRemote (USA)Today## Continue with your CVPDF, Word, or image. Under 10MB.Apply now## Job descriptionClient Support Analyst I at SmarterDx.### About the roleThis part-time role supports SmarterDx clients by serving as the initial human interface for their clinical AI platform. The position operates within defined remote hours and focuses on protecting the client experience through timely, independent problem resolution.About this type of roleCustomer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.### Key facts**Location:** Remote (United States)**Compensation:** $34.62 hourly**Team:** Client Support**Years:** 5+ years of experience**Visa:** None specified**Degree:** None specified### What you'll doInvestigate client inquiries received by email and chat, and resolve issues using internal documentation and historical tickets. Build rapport with end users by understanding healthcare workflows and technical contexts while maintaining empathy. Distinguish user errors from application-level faults to route cases correctly without unnecessary escalation. Escalate complex technical issues to internal experts after documenting investigation steps, attempted fixes, and remaining blockers. Own tickets from intake through closure, ensuring each case progresses meaningfully toward resolution. Stay current on product changes so support guidance remains accurate for clinical and revenue cycle teams. Balance multiple concurrent issues while maintaining momentum and clear communication for clients and stakeholders. Use judgment to decide next steps based on available information instead of waiting for instructions.### RequirementsBring 3-5 years of experience in technical support or client service, preferably in healthcare technology or SaaS. Demonstrate strong experience in at least two areas such as technical troubleshooting, clinical documentation improvement (CDI), or healthcare information systems and electronic medical records. Show proficiency in Jira, Zendesk, or similar ticketing platforms and in Slack for team coordination. Practice proactive issue identification and resolution to prevent minor problems from becoming major incidents. Exercise sound judgment when analyzing incomplete information and make decisions that keep client issues moving forward. Maintain meticulous attention to detail in documentation, client communications, and process execution. Adapt quickly to new tools, processes, and healthcare workflows while following defined guidance. Absorb feedback and apply it to improve future support interactions.### Practical notesThis role is remote within the United States and scheduled during 5PM to 9PM ET. The position is part-time up to 25 hours per week and is not eligible for standard employee benefits beyond those outlined in compensation. Confirm details on the official apply page.