Customer Support Analyst

RevSpring, Inc.; Nashville (TN); Remote; USD 52,000 - 78,000; Full time

Job summary

RevSpring, Inc. in Nashville seeks a Customer Support Analyst (Tier 1) to own incoming issues from intake to resolution. Working with Zendesk, Salesforce, Confluence, Jira, and Jenkins, you will troubleshoot product and workflow questions and escalate where needed while upholding SLAs.

You will build product knowledge, support cross-functional teams, and protect customer satisfaction by maintaining accurate data and collaborating in a fast-paced environment.

Qualifications

• Minimum 4-year bachelor’s degree required.
• 1–2 years experience supporting medical SaaS products.
• Experience with Epic, Cerner, and MEDITECH EHR systems.
• Advanced Microsoft Excel skills.
• Basic Python and HTML programming proficiency.

Responsibilities

• Meet SLAs and maintain customer satisfaction.
• Develop end-to-end product understanding and serve as a technical resource.
• Build proficiency in Zendesk, Salesforce, Confluence, Jira, Jenkins and other systems.
• Report to the Manager, Customer Support.

Skills

Troubleshooting

Communication

Organizational skills

Team orientation

Excel (Advanced)

AI products experience (Claude, ChatGP

Education

Bachelor's degree

Tools

Epic

Cerner

MEDITECH EHR

Job description

Job Summary

The Customer Support Analyst is a Tier 1 role that owns incoming customer issues from intake through resolution or handoff. Working in Zendesk, Salesforce, Confluence, Jira, and Jenkins, the analyst troubleshoots product and workflow questions, investigates data discrepancies and bugs, escalates to the right managers and peers when needed, and protects the team scorecard by meeting SLAs and maintaining customer satisfaction.

Job Title: Customer Support Analyst

Essential Functions

• Meet SLAs and maintain customer satisfaction to help the team achieve its scorecard metrics.
• Develop an end-to-end understanding of our product solutions and serve as a technical resource for other functions across the organization.
• Build proficiency in Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems, and perform additional duties as required.
• Report to the Manager, Customer Support.

Minimum Requirements

Specific Job Skills

• Troubleshooting, problem identification and resolution of support tickets
• Excellent communication skills and ability to work effectively under pressure
• Strong organizational, analytical, and problem-solving skills
• Team-oriented professional with a strong work ethic and customer-focused mindset.
• Intermediate Microsoft Excel skills.
• Experience with Artificial Intelligence products (Claude, ChatGPT)
• Ability to adapt quickly, take ownership of emerging needs, and work collaboratively in a fast-paced environment.
• Ability to adapt quickly, take ownership of emerging needs, and work collaboratively in a fast-paced environment.
• Ability to work independently in a remote setting while maintaining productivity and professionalism.
• Private and secure remote workspace required to protect PHI.
• Travel of up to 20% may be expected for client visits, business reviews, and internal meetings.

Education

Four-year Bachelor’s Degree from college/university required.

Experience

• 1 – 2 years of relevant experience in supporting medical SaaS products.
• Experience with Epic, Cerner, and MEDITECH EHR systems
• Advanced Microsoft Excel skills.
• Basic Python and HTML programming proficiency
• Demonstrated commitment to customer satisfaction and operational excellence.

Supervision

N/A

Certifications

N/A

Language Skills

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities: Standard categories

The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note

This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.