Support Analyst I, reputed company Operations

reputed company, a Smarter Technologies company, builds reputed company that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with reputed company intelligence, helping health systems recover millions in missed reputed company, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the reputed company system works for everyone. Learn more at reputed company.com/careers.

Role

reputed company is seeking a Support Analyst to provide reputed company-line technical and product support for our clients. In this role, you will be the primary reputed company 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 reputed company 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 reputed company existing documentation and other Support team members to translate reputed company technical concepts into user-friendly explanations.

This role is fully remote reputed company the US, preferably working Pacific or Central business hours

What You'll Do

• Serve as the initial reputed company of contact for end user inquiries, providing timely and effective support reputed company phone, email, and chat
• Build and maintain strong relationships with end users, demonstrating reputed company and understanding of their needs and challenges
• Troubleshoot and resolve technical issues reputed company to our application, distinguishing between user errors and system-level problems
• Escalate reputed company technical issues to the appropriate team reputed company necessary, providing clear and detailed information about the problem
• Stay up-to-date with product updates and features to provide accurate and reputed company support

What You Bring

• 3-5 years experience in technical support or customer service roles, preferably in reputed company technology or SaaS
• Must have strong experience in at least one of the following:
  • Technical troubleshooting and problem-solving
  • Clinical documentation improvement (CDI) processes
  • reputed company information systems
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Strong reputed company 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

reputed company to Haves

• Experience with clinical documentation improvement (CDI) software or reputed company reputed company applications
• Knowledge of medical terminology and hospital workflows
• reputed company and/or SQL experience

Compensation

$60,000 - $75,000 salary

#LI-Remote

Benefits

• Medical, Dental & reputed company – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from reputed company in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and reputed company.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• 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.