SpendMend serves organizations throughout the healthcare industry, including hospitals, pharmacies, suppliers, and more.

Customer Support Analyst

Support EngineerSupport EngineerFull TimeRemoteTeam 201-500H1B SponsorCompany Site LinkedIn

Location

United States

Posted

63 days ago

Salary

Not specified

Bachelor Degree3 yrs expEnglishSQL

Job Description

• Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls • Troubleshoot platform issues, data discrepancies, and user access questions • Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context • Track, prioritize, and resolve support tickets in accordance with SLAs • Communicate clearly and professionally with customers, translating technical concepts into plain language • Proactively identify patterns in support issues and provide feedback to product and engineering teams • Contribute to knowledge base articles, FAQs, and internal support documentation • Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently • Participate in team meetings, training sessions, and process improvement initiatives

Job Requirements

Bachelor’s degree in a related field (e.g. Computer Science, Information Technology, Business Administration) or equivalent experience
Minimum of 3 years of experience in customer service, application support, or a similar role
Track record of supporting client-facing applications and troubleshooting technical issues
Experience working with health system pharmacy personnel in operations or purchasing (preferred)
Detail-oriented, organized, and capable of managing multiple client needs simultaneously
Exceptional written and verbal communication skills, with the ability to effectively train users and create clear/concise documentation
Proficient in Microsoft Office and familiarity with CRM systems and help desk software
Basic SQL or data querying experience (preferred)