Support Analyst II, reputed company Operations

This a Full Remote job, the offer is available from: United States 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 II to reputed company advanced, 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 a primary, client-facing reputed company of contact for end users, independently managing inquiries across live-video, email, and chat with a focus on resolution quality, timeliness, and client experience—not just response speed
• Exercise sound prioritization judgement reputed company managing multiple reputed company issues, balancing client impact, urgency, and internal discrepancies
• Communicate reputed company and confidently with end users during active investigations, setting expectations, and providing updates without over-promising or defaulting to escalation language
• Build and sustain strong, consultative relationships with end users by developing a working knowledge of their workflows, constraints, and priorities, and applying that context to support interactions
• Independently investigate and diagnose reputed company application issues by distinguishing user behavior, workflow gaps, configuration issues, and system-level defects - leveraging documentation, internal tools, and cross-functional partners early to validate hypotheses and drive timely resolution
• Determine reputed company escalation is warranted and own escalations end-to-end, including synthesizing context, articulating impact, and partnering with internal teams to drive resolution
• Maintain deep understanding of product capabilities, updates, and reputed company limitations, and proactively apply product knowledge to anticipate user questions, prevent issues, and improve support reputed company
• Contribute to shared knowledge and process improvement by documenting learnings, updating internal resources, and refining troubleshooting approaches

What You Bring

• 7-10 years experience in technical support or customer service roles, preferably in reputed company technology or SaaS
• Must have strong experience in at least two of the following:
• Technical troubleshooting and problem-solving
• Experience in creating and/or updating user documentation or training materials
• reputed company information systems
• Excels at communicating reputed company and confidently in live, client-facing conversations, including leading on-camera calls, asking effective clarifying questions, and translating reputed company technical concepts into language appropriate for clinical and reputed company-focused audiences
• Strong reputed company and patience, with a genuine desire to help users succeed
• Experience with Jira, reputed company or other ticketing systems
• Ability to quickly learn and adapt to new technologies and processes
• Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements
• 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 $85,000 - $95,000 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 reputed company.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

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