Customer Support Analyst

RevSpring • Nashville, TN

3d • Remote

About The Position

The Customer Support Analyst is a Tier 1 role responsible for owning incoming customer issues from intake through resolution or handoff. Using Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems, the analyst troubleshoots product and workflow questions, investigates data discrepancies and bugs, and escalates issues to appropriate managers and peers when needed. The role supports team scorecard performance by meeting SLAs and maintaining customer satisfaction.

The analyst develops an end-to-end understanding of the company’s product solutions and serves as a technical resource for other organizational functions. The position reports to the Manager, Customer Support. It is a remote role requiring a private and secure workspace to protect PHI, with travel of up to 20% potentially required for client visits, business reviews, and internal meetings.

The role requires a four-year bachelor’s degree and 1–2 years of relevant experience supporting medical SaaS products. Employees must be able to perform the essential job functions described, with reasonable accommodations available for individuals with disabilities.

Requirements

• Four-year bachelor’s degree from a college or university.
• 1–2 years of relevant experience supporting medical SaaS products.
• Troubleshooting, problem identification, and resolution of support tickets.
• Excellent communication skills and ability to work effectively under pressure.
• Strong organizational, analytical, and problem-solving skills.
• Team-oriented professional with a strong work ethic and customer-focused mindset.
• Intermediate Microsoft Excel skills (also listed as advanced Microsoft Excel skills in the experience section).
• Experience with artificial intelligence products such as Claude and ChatGPT.
• Ability to adapt quickly, take ownership of emerging needs, and work collaboratively in a fast-paced environment.
• Ability to work independently in a remote setting while maintaining productivity and professionalism.
• A private and secure remote workspace to protect PHI.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from internal and external sources.
• Ability to sit regularly; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Occasional standing, walking, and lifting or moving up to 10 pounds are required.
• Vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

• Experience with Epic, Cerner, and MEDITECH EHR systems.
• Basic Python and HTML programming proficiency.
• Demonstrated commitment to customer satisfaction and operational excellence.

Responsibilities

• Meet SLAs and maintain customer satisfaction to help the team achieve its scorecard metrics.
• Develop an end-to-end understanding of product solutions and serve as a technical resource for other functions across the organization.
• Build proficiency in Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems.
• Troubleshoot product and workflow questions, investigate data discrepancies and bugs, and resolve or appropriately hand off incoming customer issues.
• Escalate issues to appropriate managers and peers when needed.
• Perform additional duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level