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Job Title: Customer Support Analyst

Job Summary:

The Customer Support Analyst is a Tier 1 role that owns incoming customer issues from intake through resolution or handoff. Working in Zendesk, Salesforce, Confluence, Jira, and Jenkins, the analyst troubleshoots product and workflow questions, investigates data discrepancies and bugs, escalates to the right managers and peers when needed, and protects the team scorecard by meeting SLAs and maintaining customer satisfaction.

Essential Functions:

- Meet SLAs and maintain customer satisfaction to help the team achieve its scorecard metrics.
- Develop an end-to-end understanding of our 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, and perform additional duties as required.
- Report to the Manager, Customer Support.

Minimum Requirements:

Specific Job Skills:

- 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
- Experience with Artificial Intelligence products (Claude, 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
- Private and secure remote workspace required to protect PHI
- Travel of up to 20% may be expected for client visits, business reviews, and internal meetings

Education:

Four-year Bachelor’s Degree from college/university required.

Experience:

1 – 2 years of relevant experience in supporting medical SaaS products.
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.

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities:

The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.