RRemoteville
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Client Support Analyst I

Skills
Software As A ServiceAirline TicketingCritical ThinkingCustomer SupportHealthcareMedical TechnologyOperations
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3-5 years experience in technical support or client service roles preferably in healthcare technology or SaaS
  • Strong experience in at least two of technical troubleshooting and problem-solving clinical documentation improvement processes healthcare information systems or 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 escalate
  • 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 have

  • Empathy
  • Patience
  • Proactive
  • Detail oriented
  • Adaptable
  • Collaborative

Day to day

  • Serve as the first point of contact for client and end user inquiries via email chat and similar channels
  • Investigate technical and workflow issues thoroughly using documentation historical tickets and internal tools to drive resolution
  • Communicate clear proactive updates and escalate only when needed while balancing multiple active issues with strong ownership