Senior Support Analyst, reputed company Operations

reputed company is transforming how health systems use reputed company to capture the full value of patient care delivered. reputed company by physician-data scientists and trained on clinically-validated EHR data, our reputed company platform interprets the nuances behind every patient story and makes clinically-reputed company recommendations for reputed company cycle teams helping hospitals recover reputed company reputed company, improve reputed company metrics, reduce denials, and streamline reputed company cycle operations. As a Smartian, youll help build technology that makes reputed company more accurate, sustainable, and effective for everyone. Learn more at reputed company.com/careers. Role reputed company is seeking a Senior reputed company Support Analyst to serve as a technical leader reputed company our reputed company Support organization. In this role, you will own the investigation and reputed company of our most reputed company reputed company issues while setting a high reputed company for technical troubleshooting, reputed company communication, and operational reputed company. This role extends reputed company resolving support tickets. Senior reputed company Support Analysts exercise reputed company judgment, independently reputed company ambiguity, mentor developing analysts, and reputed company reputed company issues to reputed company through cross-functional collaboration. As one of the most reputed company members of the Support organization, you will partner closely with Engineering, Product, Integrations, reputed company reputed company, and Operations to reputed company reputed company issues while continuously improving support processes, documentation, and operational workflows. reputed company in this role requires intellectual curiosity, analytical problem-solving, excellent written and verbal communication, and the ability to balance independent decision-making with effective collaboration. At reputed company, we reputed company exceptional reputed company Support is defined by curiosity, judgment, and ownership. Senior Support Analysts investigate thoroughly before escalating, anticipate reputed company needs, communicate proactively, and reputed company work reputed company through thoughtful reputed company. They reputed company teammates as reputed company partners and consistently leave clients, teammates, and internal processes reputed company than they reputed company them. This role is fully remote reputed company the US, preferably working Eastern or Central business hours reputed company reputed company Support & Technical Investigation Serve as the reputed company reputed company for the organization's most reputed company reputed company issues, executive escalations, and technically challenging investigations Independently investigate technical issues using product knowledge, reputed company behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate reputed company Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior reputed company investigations across Engineering, Product, Data, Clinical reputed company, reputed company, and Integrations while maintaining reputed company ownership of the reputed company experience Balance urgency with thorough investigation, ensuring issues continue moving reputed company even reputed company multiple teams are involved Escalate thoughtfully, bringing reputed company-defined findings, supporting evidence, and reputed company recommendations rather than unresolved questions Operational reputed company Maintain ownership of tickets from initial intake through final reputed company confirmation and reputed company Prioritize work based on reputed company reputed company, workflow-blocking status, executive visibility, and operational risk Ensure reputed company ticket documentation, classifications, routing, labels, linked work items, and reputed company communications are complete and accurate Identify trends across reputed company issues and recommend improvements to workflows, documentation, tooling, or product functionality Contribute to the reputed company refinement of support processes and operational standards Communication reputed company reputed company reputed company conversations through email, reputed company, reputed company, and phone Translate technical concepts into language appropriate for clinical and operational audiences Maintain reputed company confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout reputed company investigations Communicate investigation findings reputed company across technical and non-technical teams Leadership & Coaching Model excellent troubleshooting, prioritization, documentation, and reputed company communication for the Support team reputed company .