Offer summary

Qualifications:

3+ years of experience in technical support or customer service roles, preferably in healthcare technology or SaaS., Strong experience in technical troubleshooting, clinical documentation improvement processes, or healthcare information systems., Excellent communication skills to explain technical concepts to non-technical users., Ability to quickly learn new technologies and processes, with strong time management skills..

Key responsibilities:

Serve as the initial point of contact for end user inquiries, providing support via phone, email, and chat.

Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs.

Troubleshoot and resolve technical issues, distinguishing between user errors and system-level problems.

Escalate complex technical issues to the appropriate team with clear and detailed information.

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.