Support Analyst I, Customer Success Operations - Remote

Overview

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

In Short

• 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

Requirements

• 3-5 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

Benefits

• Medical, Dental & Vision – 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 anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 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.