Customer Support Analyst

Summary

iScribeHealth is an AI-powered virtual scribe solution that helps healthcare providers efficiently document patient care. The Customer Support Analyst serves as the frontline technical support for customers using the iScribeHealth app, addressing client concerns and collaborating with support and development teams to resolve technical issues.

Responsibilities

• Answer customer inquiries related to healthcare technology products and services
• Provide prompt responses to a high volume of incoming calls, emails, and messages, ensuring timely and effective communication
• Troubleshoot common software and hardware issues, including connectivity, login, and navigation concerns
• Review and make customizations to provider AI prompts on the backend so that notes align with provider needs and information flows into the correct fields
• Reprocess jobs through the AI engine as needed to optimize documentation accuracy
• Assist providers in building and implementing macros within the product
• Provide guidance on product features and assist with basic configuration
• Follow scripts and templates for efficient handling of customer inquiries
• Maintain detailed records of support cases within the Intercom system
• Document customer interactions and escalate unresolved issues to Level 2 support as needed
• Identify recurring issues and report trends to the Customer Support VP for review
• Foster strong, professional relationships with clients and act as their advocate

Skills

• Clinical background strongly preferred. Active or former CMA, RN, LPN, or other clinical experience, with clinics, emergency room, urgent care, ICU, or other high-acuity settings weighted most highly, both for clinical knowledge and for demonstrated composure in high-pressure, high-throughput environments
• Proficiency with EMR or EHR systems, medical terminology, and healthcare industry regulations
• Experience in customer support or technical support, preferably in the healthcare technology industry
• Demonstrated ability to sustain focus, accuracy, and composure under a high daily volume of tickets and continuous pressure
• Strong troubleshooting skills with the ability to diagnose and resolve software and hardware issues
• Methodical, detail-oriented working style, comfortable following defined processes and repetitive workflows and self-directing once trained
• Excellent written and verbal communication skills, with a calm, professional manner in confrontational or escalated interactions
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment
• A customer-centric mindset with strong, independent problem-solving abilities, alongside the ability to collaborate effectively with cross-functional teams
• Experience in healthcare IT support or electronic health records (EHR) systems
• Enthusiasm for and curiosity about AI tools, and an understanding of AI-driven documentation processes
• Comfort working within web-based SaaS platforms
• Proficiency in using customer support software such as Intercom
• Knowledge of scripting or macro-building within healthcare applications

Qualifications

Must Haves

• Clinical background strongly preferred. Active or former CMA, RN, LPN, or other clinical experience, with clinics, emergency room, urgent care, ICU, or other high-acuity settings weighted most highly, both for clinical knowledge and for demonstrated composure in high-pressure, high-throughput environments
• Proficiency with EMR or EHR systems, medical terminology, and healthcare industry regulations
• Experience in customer support or technical support, preferably in the healthcare technology industry
• Demonstrated ability to sustain focus, accuracy, and composure under a high daily volume of tickets and continuous pressure
• Strong troubleshooting skills with the ability to diagnose and resolve software and hardware issues
• Methodical, detail-oriented working style, comfortable following defined processes and repetitive workflows and self-directing once trained
• Excellent written and verbal communication skills, with a calm, professional manner in confrontational or escalated interactions
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment
• A customer-centric mindset with strong, independent problem-solving abilities, alongside the ability to collaborate effectively with cross-functional teams

Nice to Haves

• Experience in healthcare IT support or electronic health records (EHR) systems
• Enthusiasm for and curiosity about AI tools, and an understanding of AI-driven documentation processes
• Comfort working within web-based SaaS platforms
• Proficiency in using customer support software such as Intercom
• Knowledge of scripting or macro-building within healthcare applications

Benefits

• Medical
• Dental
• Vision
• HSA/FSA
• 401(k) with employer matching
• Education reimbursement
• Collaborative, dynamic team environment focused on innovation and growth.