Customer Support Analyst

RevSpring • Hillsborough Township, NJ

6h • Remote

About The Position

The Customer Support Analyst is a Tier 1 role that owns 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 functions across the organization. The position reports to the Manager, Customer Support and may include travel of up to 20% for client visits, business reviews, and internal meetings. The position is remote and requires a private, secure workspace to protect PHI.

A four-year bachelor’s degree is required, along with 1–2 years of relevant experience supporting medical SaaS products. The role requires strong communication, organizational, analytical, and problem-solving skills; proficiency with support tickets and troubleshooting; intermediate Microsoft Excel skills, with advanced Excel experience also listed; experience with AI products such as Claude and ChatGPT; experience with Epic, Cerner, and MEDITECH EHR systems; and basic Python and HTML programming proficiency. Employees are regularly required to sit, use their hands, reach, and talk or hear, and occasionally stand, walk, and lift or move up to 10 pounds. Reasonable accommodations may be made 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 and problem identification and resolution for 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; advanced Microsoft Excel experience is also listed.
• 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.
• Experience with Epic, Cerner, and MEDITECH EHR systems.
• Basic Python and HTML programming proficiency.
• Demonstrated commitment to customer satisfaction and operational excellence.
• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from internal and external sources.

Responsibilities

• Own incoming customer issues from intake through resolution or handoff.
• Troubleshoot product and workflow questions and investigate data discrepancies and bugs.
• Escalate issues to appropriate managers and peers when needed.
• Meet SLAs and maintain customer satisfaction to help the team achieve scorecard metrics.
• Develop an end-to-end understanding of product solutions and serve as a technical resource for other organizational functions.
• Build proficiency in Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems.
• Perform additional duties as required.
• Travel up to 20% for client visits, business reviews, and internal meetings, as expected.

What This Job Offers

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