CX Support Analyst

CX Support Analyst

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India.

Essential Job Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.
• Analyze customer problems related to US healthcare and RCM workflows to identify likely causes and next steps. Document case details, findings, and resolutions in support systems to maintain complete records.
• Collaborate with internal teams to route issues, gather information, and support resolution efforts. Monitor support queues and case status to help ensure requests are handled within expected timelines.
• Communicate clearly with customers and internal partners to set expectations and share progress updates. Review support trends to identify recurring issues and share observations that may improve service quality.
• Apply AI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available. Support process improvements that strengthen the customer support experience and increase operational consistency.

Additional Job Responsibilities

• Assist with customer follow-up as needed to confirm resolution or gather additional details.
• Participate in team meetings, calibration sessions, and knowledge-sharing activities.
• Contribute to testing or validation of support-related changes and enhancements.
• Help maintain support documentation, reference materials, and internal knowledge resources. Escalate complex issues when additional investigation or specialized input is required.
• Support onboarding or cross-training efforts by sharing process knowledge.
• Identify opportunities to improve case handling efficiency or reduce repeat contacts. Perform other related duties as assigned.