Evening Remote Client Support Analyst (Part-Time)

SmarterDx; United States; On-site; USD 39,950 - 53,726; Part time

Benefits offered by this job

Medical coverage

Parental leave

Remote-first

Unlimited PTO

Holidays

Job summary

SmarterDx is seeking a part-time Client Support Analyst to handle inquiries from 5PM to 9PM ET, up to 25 hours weekly. You will be the first point of contact for clients, investigate technical and workflow issues, determine the appropriate next steps, and independently drive tickets forward while collaborating with internal teams.

Success requires strong critical thinking, excellent written communication, and the ability to distinguish issues you can resolve independently from those needing

Qualifications

• 3-5 years experience in technical support or client service roles.
• Must have strong experience in at least two of: Technical troubleshooting, CDI processes, EMRs.
• Excellent written communication and ability to explain technical concepts to non-technical users.
• Strong empathy and patience with users.
• 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 in a remote environment.
• Proactive approach to identifying and resolving potential issues before escalation.
• Demonstrated ability to independently troubleshoot ambiguous technical problems.
• Strong critical thinking and decision-making with incomplete information.
• Attention to detail in documentation and client communications.
• Ability to receive feedback and apply it to future work.

Responsibilities

• Serve as the initial point of contact for end user inquiries via email, chat, and other channels.
• Build and maintain relationships with end users with empathy and understanding of their needs.
• Troubleshoot and resolve technical issues related to the application and distinguish user errors from system problems.
• Escalate complex issues with clear information to the appropriate team.
• Stay up-to-date with product updates and features to provide accurate support.
• Own client issues from intake through resolution and move interactions forward.
• Investigate issues using internal docs, historical tickets, and troubleshooting tools.
• Determine the next step based on available information, not direction.
• Provide clear, concise updates to clients and internal stakeholders throughout tickets.
• Document investigation findings and blockers before escalation.
• Balance priorities while maintaining momentum across multiple issues.

Skills

Technical troubleshooting

CDI processes

EMRs

Tools

Jira

Zendesk

Slack

Job description

SmarterDx is seeking a part-time Client Support Analyst to handle inquiries from 5PM to 9PM ET, up to 25 hours weekly. You will be the first point of contact for clients, investigate technical and workflow issues, determine the appropriate next steps, and independently drive tickets forward while collaborating with internal teams.

Success requires strong critical thinking, excellent written communication, and the ability to distinguish issues you can resolve independently from those needing