Customer Support Analyst

RevSpring • Arden Hills, MN

6h • 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. The analyst uses support and business systems to troubleshoot product and workflow questions, investigate data discrepancies and bugs, and escalate issues to appropriate managers and peers when needed. The role helps protect 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 performed remotely and requires a private, secure workspace to protect PHI. Travel of up to 20% may be expected for client visits, business reviews, and internal meetings.

Requirements

• Bachelor’s degree from a four-year college or university.
• 1–2 years of relevant experience supporting medical SaaS products.
• Experience with Epic, Cerner, and MEDITECH EHR systems.
• Advanced Microsoft Excel skills; intermediate Excel skills are also listed in the specific job skills section.
• Basic Python and HTML programming proficiency.
• Experience with artificial intelligence products such as Claude and ChatGPT.
• Troubleshooting, problem identification, and resolution of support tickets.
• Excellent communication skills and the ability to work effectively under pressure.
• Strong organizational, analytical, and problem-solving skills.
• Team-oriented approach, strong work ethic, and customer-focused mindset.
• Ability to adapt quickly, take ownership of emerging needs, and collaborate 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 effectively 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 the appropriate managers and peers when needed.
• 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.
• Perform additional duties as required.

What This Job Offers

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