Customer Support Analyst

RevSpring • Nashville, TN

5d • 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 troubleshoots product and workflow questions, investigates data discrepancies and bugs, and escalates issues to appropriate managers and peers when needed. The role uses Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems, and 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 functions across the organization. The position reports to the Manager, Customer Support. It is remote 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.

The role requires a four-year bachelor’s degree and 1–2 years of relevant experience supporting medical SaaS products. The analyst must be able to communicate effectively, troubleshoot and resolve support tickets, work collaboratively and independently in a fast-paced environment, and maintain productivity and professionalism while working remotely. Physical duties include regular sitting, handling objects, reaching, talking, and hearing; occasional standing, walking, and lifting or moving up to 10 pounds. Reasonable accommodations may be made for employees 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 the ability to work effectively under pressure.
• Strong organizational, analytical, and problem-solving skills.
• Team-oriented approach, strong work ethic, and customer-focused mindset.
• Intermediate Microsoft Excel skills.
• Experience with artificial intelligence products such as Claude and ChatGPT.
• 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 business periodicals, professional journals, technical procedures, and governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals, and to present information and respond to questions from varied internal and external audiences.

Nice To Haves

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

Responsibilities

• Own incoming customer issues from intake through resolution or handoff.
• Troubleshoot product and workflow questions and resolve support tickets.
• 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 its 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 needed.

What This Job Offers

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