Client Support Analyst I (Part Time)

SmarterDx is seeking a part-time Client Support Analyst ( no more than 25 hours a week, 8AM - 12PM ET or 5PM-12PM ET ) who thrives on solving complex problems and taking ownership from initial intake through resolution. As the first point of contact for our clients, you'll investigate technical and workflow issues, determine the appropriate next step, communicate clearly with stakeholders, and independently drive tickets forward while collaborating with internal teams when additional expertise is needed.

Success in this role requires strong critical thinking, sound judgment, exceptional written communication, and the ability to distinguish between issues you can resolve independently and those requiring escalation. Our Client Support Analysts are expected to investigate thoroughly, leverage documentation, and use internal experts as collaborative resources—not as routine decision makers.

Our Client Support team values ownership over handoffs. Client Support Analysts are expected to investigate issues thoroughly, leverage documentation and historical knowledge, communicate proactively with clients, and use teammates as collaborative partners rather than approval checkpoints. Success is measured not only by responsiveness, but by judgment, accountability, and the ability to consistently move clients issues toward resolution.

Serve as the initial point of contact for end user inquiries, providing timely and effective support via email, chat, and chat

Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges

Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems

Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem

Stay up-to-date with product updates and features to provide accurate and current support

Own clients issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward