Customer Support Analyst

Role: Customer Support Analyst

Accountability Organization: Operations
Direct Reports: None

Overview

The Customer Support Analyst serves as the first point of contact for customer and client data-related support issues and inquiries. This role is responsible for triaging Tier 1 support tickets, investigating basic data and workflow issues, communicating status and resolution to internal teams and hospital partners, and escalating reconciliation related or complex issues to the Data Specialists (Tier 2) when appropriate.

The position plays a critical role in ensuring timely response, clear communication, and efficient issue resolution while maintaining a strong client experience and protecting data integrity.

Key Responsibilities

• Triage and manage Tier 1 customer and data-related support tickets, ensuring timely acknowledgement, investigation, and resolution.
• Review and analyze inbound issues to determine root cause, severity, and appropriate resolution path.
• Resolve standard Tier 1 issues independently, including basic data validation, file review, posting confirmations, ticket follow-ups, and workflow verification.
• Escalate Tier 2 issues (reconciliation discrepancies, complex data anomalies, systemic issues) to Data Specialists with clear documentation and context.
• Communicate issue status, resolution updates, and next steps to internal stakeholders and hospital partners in a clear, professional, and customer-focused manner.
• Monitor ticket queues and aging to ensure SLA and response expectations are met.
• Maintain detailed documentation of issues, resolutions, trends, and escalation patterns.
• Identify recurring issues and partner with Data Specialists and leadership to recommend process improvements and reduce repeat support items.
• Proactively review client setup, payment calculator configuration, and data integration flows to identify gaps or improvement opportunities that may impact submission accuracy or funding outcomes, and escalate recommendations as appropriate.

Leadership & Collaboration

• Collaborate closely with Data Specialists, Customer Success, Professional Services, and Loan Accounting to ensure customer issues are routed appropriately, resolved efficiently, and communicated clearly.
• Serve as a liaison between customers and internal teams, translating technical or data-related findings into understandable, actionable explanations.

Qualifications

• Minimum of 1-3 years of experience in customer support, healthcare data operations, revenue cycle support, or a related role.
• Strong analytical and problem-solving skills with attention to detail.
• Experience working with ticketing systems, queues, and structured support workflows.
• Excellent written and verbal communication skills, with the ability to explain issues and resolutions to non-technical audiences.
• Proficiency with Microsoft Excel and basic reporting tools.
• Familiarity with hospital patient accounting systems (Epic, Cerner, Meditech preferred).
• Healthcare or other regulated industry experience preferred.

Compliance and Information Security

• Always protect company data
• Complete company mandated training regarding security measures to protect company property (e.g. shoulder surfing, phishing attacks, etc.)
• Be aware of all potential threats and surroundings
• Never write down information from your computer monitor
• Do not share any company information unless you have confirmed that person's identity
• Maintains knowledge of the Bank Secrecy Act (BSA) and the ClearBalance policies that support compliance with BSA
• Performs all duties in a manner that fully supports compliance with all laws and ClearBalance policies

Core Values

• Own the Outcome: Takes full accountability for results, closes loops, and drives issues through resolution rather than just identifying problems.
• Do the Right Thing: Makes ethical, compliant decisions and speaks up early, even when the easier path would be faster or more convenient.
• Be a Self-Starter: Acts with urgency and initiative, identifies opportunities, and takes action without waiting for direction.
• Be Naturally Curious: Asks why, digs into data and processes, and looks beyond surface-level answers to deliver better outcomes.
• Strive to Make Things Better: Continuously improves processes, reduces friction, and leaves things better than they were found.

Measures of Success

• Timely and effective ticket management - Tier 1 support tickets are acknowledged, triaged, and resolved within established SLAs, with minimal aging and clear prioritization.
• High-quality communication and client experience - Customers and internal teams receive clear, accurate, and timely updates on ticket status, resolution, and next steps.
• Correct escalation and handoff to Tier 2 - Issues requiring reconciliation or advanced investigation are escalated promptly with complete context and documentation, enabling efficient Tier 2 resolution.
• Reduction in repeat and avoidable tickets - Common issues are identified, documented, and addressed through process improvements, resulting in fewer repeat Tier 1 support items.
• Operational reliability and trust - Internal stakeholders and clients view the role as dependable, responsive, and accountable, contributing to stable client relationships and confidence in data support.