Customer Support Analyst

RevSpring • Phoenix, AZ

5d • Remote

About The Position

The Customer Support Analyst is a Tier 1 role responsible for incoming customer issues from intake through resolution or handoff. The analyst uses Zendesk, Salesforce, Confluence, Jira, Jenkins, and other systems to troubleshoot product and workflow questions, investigate data discrepancies and bugs, and escalate 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 designed for remote work 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

• 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; the experience section also lists advanced Microsoft Excel skills.
• 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.
• Four-year bachelor’s degree from a college or university.
• 1–2 years of relevant experience supporting medical SaaS products.
• 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 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 varied 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 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