About the job
SmarterDx, a Smarter Technologies subsidiary, is pioneering the use of clinical AI to revolutionize the healthcare payment process. Established by a team of dedicated physicians in 2020, our innovative platform bridges the gap between clinical contexts and revenue intelligence, empowering health systems to reclaim millions in lost revenue, enhance quality scores, and efficiently appeal against denials. Join us in our mission to optimize healthcare for everyone as a valued member of our team. Discover more at smarterdx.com/careers.
Role Overview
We are in search of a Senior Support Analyst to deliver advanced technical and product support to our esteemed clients. As the primary contact for resolving issues reported by end users, including clinical documentation improvement specialists and coders working within US health systems, you will cultivate trust and empathy while troubleshooting various issues. Your role will involve discerning whether problems arise from user error or require escalation to our Customer Support Operations team. This position demands outstanding communication skills, technical expertise, and the aptitude to simplify complex technical concepts into user-friendly guidance.
**This position is fully remote within the US, preferably aligned with Pacific or Central business hours**
Key Responsibilities
- Act as a primary, client-facing point of contact for end users, managing inquiries via live video, email, and chat while prioritizing resolution quality and client satisfaction.
- Demonstrate effective prioritization skills by managing multiple concurrent issues, weighing client impact and urgency.
- Communicate clearly and confidently with end users throughout investigations, managing expectations and providing updates without over-promising.
- Establish and maintain strong consultative relationships with end users by understanding their workflows and priorities to enhance support interactions.
- Independently investigate and diagnose complex application issues, distinguishing between user behavior, workflow gaps, configuration issues, and system defects, utilizing documentation and collaboration with cross-functional teams to validate hypotheses.

