Customer Support Analyst

The Customer Support Analyst is responsible for providing technical support to network connected participants and managing production transaction support issues and relationships internally. They are responsible for resolving issues relating to the transmission of electronic prescriptions, clinical messaging, and routing across the Surescripts network. Transaction issues include mis-routed or missing prescriptions, sub-domain registrations, and XML errors. They assist with prioritizing and executing special projects with a focus on process optimization to ultimately improve customer satisfaction and support efficiencies. The Customer Support Analyst needs to be organized, detail oriented, data-driven, and have solid knowledge of general customer support business operations. The Customer Support Analyst must possess excellent written and verbal communication skills to collaborate successfully with internal and external customers.

• Troubleshoot and process incoming cases to the Associate Customer Support Analyst Team via both telephone and email to ensure courteous, timely, and effective resolution of issues.

• Document and keep Salesforce updated and stay on top of Service Level Agreements (SLAs).

• Regularly communicate case status updates to clients.

• Help to identify, assess, and optimize existing support processes, streamline workflows, enhance efficiencies, and partner with others to work on optimization initiatives for Customer Support.

• Assist with escalated customer issues.

• Assist with documentation, cross training, and monitoring compliance with department processes and procedures.

• Assist Associate Customer Support Analysts with the use of internal tools and reports (Salesforce, SQL Server).

• Share expertise on case research and processing workflows, as well as any other internal processes.

• Collaborate with cross-functional teams, to help align support operations with organizational objectives.

• Resolve customer issues, alone and through collaboration with Surescripts internal teams and partner support personnel; serve as an internal escalation resource while also escalating issues as needed.

• Help to foster a culture of continuous improvement within the Customer Support Team, encourage teammembers to contribute to efficiency initiatives.

Basic Requirements:

• Bachelor degree or equivalent experience.

• 2+ years experience in a technical customer support role.

• Strong troubleshooting skills with an analytic & data-driven mindset.

• Excellent customer service skills.

• Experience handing escalated customer issues.

• Ability to understand and analyze XML data.

• Proven track record of meeting Service Level Agreements and Support deliverables.

• Professional and effective verbal and written communication skills.

• Experience assisting or leading support-related projects.

• Experience collaborating with other departments and various levels of employees & leaders.

• Knowledge of Salesforce and related functionalities such as report generation.

Preferred Qualifications:

• Experience working in a healthcare setting, preferably with transaction-based activities (XML or EDIFACT).

• Experience with creating or refining internal department documentation, processes, and procedures.

• Experience helping to train others.

• Project management experience.

• Proficiency in data analysis and visualization using tools such as SQL, with the ability to extract actionable insights from complex datasets to drive support optimization.

• Familiarity with AI tools utilized within a customer support team to gather customer sentiment analysis, provide AI-driven ticket routing, and/or drive intelligent automation. Comfort using or integrating productivity-enhancing tools like Microsoft Copilot.

• Working knowledge of Salesforce Service Cloud or similar CRM platforms, with exposure to automated workflows, reporting dashboards, and third-party tool integration.

• Experience contributing to or supporting chat-based support tools or AI-enhanced customer engagement systems.

• Experience working in an agile environment with confidence communicating technical findings to both technical and business stakeholders.

LI-HYBRID

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results.

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.