Client Support Analyst

Client Support Center Analyst

Join a team that plays a critical role in helping healthcare organizations get the most value from their technology solutions. The Client Support Center Analyst serves as a primary point of contact for customers, providing support through phone, case management, and follow-up communications to resolve product and workflow-related questions. This role focuses on delivering a positive customer experience by troubleshooting issues, providing guidance, and coordinating with internal teams to drive resolution. This is a hybrid position, requiring employees to work from our Belfast office two days per week. This role reports to the Manager, Client Support Center.

The Client Support Center team provides frontline support to customers across the United States and serves as a key resource for users of athenahealth's products and services. The team partners closely with product, technical, and operational teams to address customer issues and improve the overall customer experience. Team members leverage systems such as Salesforce and internal knowledge resources to track, investigate, and resolve support requests. Through responsive service and collaboration, the team helps customers successfully navigate their daily workflows.

Essential Job Responsibilities:

• Develop expertise in athenahealth products, workflows, and support processes to assist customers effectively.
• Respond to customer inquiries received through inbound phone calls, support cases, and follow-up communications.
• Diagnose software, workflow, and system-related issues and provide guidance toward resolution.
• Document, track, and manage customer support requests within Salesforce and other designated systems.
• Communicate clearly with customers regarding issue status, next steps, and expected timelines.
• Collaborate with internal teams to investigate issues and coordinate solutions for customers.
• Apply troubleshooting methodologies to identify root causes and resolve customer concerns.
• Maintain productivity, quality, and service-level expectations while managing multiple customer interactions.
• Utilize AI-enabled tools and technologies, where appropriate, to improve efficiency, problem-solving, and customer support outcomes.

Additional Job Responsibilities:

• Contribute to knowledge-sharing initiatives and documentation updates.
• Identify recurring customer issues and communicate trends to appropriate teams.
• Participate in training and development activities to expand product and technical knowledge.
• Support testing or validation efforts for new processes, tools, or product enhancements.
• Assist with special projects and initiatives that support team objectives.
• Provide feedback on opportunities to improve customer support processes and workflows.

Expected Education & Experience:

Required Qualifications:

• High school diploma, GED, or equivalent experience.
• 3-4 years of professional work experience in a customer-facing, support, operations, or business environment.
• Experience managing customer inquiries and resolving issues in a professional setting.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience using computer systems, business applications, and technology tools to perform daily work.
• Ability to analyze information, troubleshoot problems, and recommend solutions.
• Demonstrated commitment to delivering a high-quality customer experience.

Preferred Qualifications:

• 2+ years of call center, help desk, customer support, or related experience.
• Experience troubleshooting hardware, software, or technical issues.
• Experience using Salesforce or comparable case management/customer relationship management systems.
• Familiarity with healthcare technology, software-as-a-service (SaaS) platforms, or customer support operations.

Expected Compensation:

$30,000 - $50,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.