Support Analyst, Customer Success Operations

Freddie Mac; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in healthcare technology is looking for a Support Analyst to deliver exceptional technical support to clients. In this fully remote role, you'll act as the key contact for troubleshooting and user inquiries, leveraging your strong communication and technical skills to ensure client success in utilizing their clinical AI solutions.

Benefits

Comprehensive Medical, Dental & Vision plans

Free One Medical Membership

Paid Parental Leave

$400 home office reimbursement stipend

Unlimited PTO & 10 Holidays

Learning & Development Budget

401(k) with Traditional & Roth Options

Minimal Bureaucracy

Qualifications

• 3+ years in technical support or customer service, ideally in healthcare technology.
• Experience with clinical documentation improvement (CDI) or healthcare information systems.
• Strong communication and empathy skills.

Responsibilities

• Provide front-line technical support via phone, email, and chat.
• Troubleshoot and resolve issues, distinguishing user errors from system problems.
• Build strong relationships with end users and stay updated on product features.

Skills

Technical troubleshooting

Problem-solving

Communication

Empathy

Time management

Tools

Jira

Job description

Role

SmarterDx is seeking a Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact to handle issues reported by our end users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with end users, troubleshooting issues, and determining whether problems stem from user error or require escalation to a Senior Analyst or our Customer Support Operations team. This position requires exceptional communication skills, technical aptitude, and the ability to leverage existing documentation and other Support team members to translate complex technical concepts into user-friendly explanations.

SmarterDx builds clinical AI that empowers hospitals to achieve 100% chart accuracy for revenue integrity. Our solution helps hospitals tell the most accurate and complete story of the patient and the care that was delivered, which helps them recover millions in earned revenue and improve quality of care scores. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

**This role is fully remote within the US**
What You'll Do

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, 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

What You Bring

• 3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Must have strong experience in at least one of the following:
  • Technical troubleshooting and problem-solving
  • Clinical documentation improvement (CDI) processes
  • Healthcare information 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
• Experience with Jira or other ticketing systems
• 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

Nice to Haves

• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Knowledge of medical terminology and hospital workflows
• Experience in creating user documentation or training materials
• Salesforce and/or SQL experience

Compensation

$29/hour

This is a non-exempt position and is eligible for overtime pay in accordance with applicable laws.

Benefits

• Medical, Dental & Vision - Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
• One Medical Membership - Free membership included if you enroll in a SmarterDx medical plan.
• Paid Parental Leave - Up to 12 weeks of paid leave for birth or adoption.
• Remote-First Team - Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
• Unlimited PTO & 10 Holidays - 4 of which include floating holidays so you can recognize the days that matter most to you.
• Learning & Development Budget - $500 per year (prorated) for courses, books, and resources to expand your skills.
• 401(k) with Traditional & Roth Options - Tax-advantaged retirement savings through Empower.
• 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.