Client Support Analyst, Part Time

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $34 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SmarterDx

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🏥 Healthcare

🤖 Artificial Intelligence

💰 Private Equity Round - SmarterDx on 2025-04

Healthcare • Artificial Intelligence

SmarterDx is a clinical AI company that empowers hospitals to analyze the complete record of every patient, aiming to capture the value of care delivered. Established by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, helping hospitals to accurately document the patient record for every discharge. This approach enables hospitals to recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations.

📋 Description

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via 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 the 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 • Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward • Investigate problems using internal documentation, historical tickets, product knowledge, and available troubleshooting tools before escalating • Determine the most appropriate next step based on available information rather than waiting for direction • Communicate clear, concise updates to clients and internal stakeholders throughout the lifecycle of a ticket • Escalate issues only after documenting investigation findings, attempted resolutions, and remaining blockers • Balance competing priorities while maintaining momentum across multiple active client issues

🎯 Requirements

• 3-5 years experience in technical support or client service roles, preferably in healthcare technology or SaaS • Must have strong experience in at least two of the following: Technical troubleshooting and problem-solving; Clinical documentation improvement (CDI) processes; Healthcare information systems/electronic medical records (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 • Remote (United States) work location • Availability for 8AM-12PM ET or 5PM-12PM ET shifts • No more than 25 hours per week • Other standard employee benefits are not included

🏖️ Benefits

• Participation in the Company’s 401(k) plan • Accrued PTO program, with up to 15 days of PTO accrued per year