Customer Experience Analyst Job Savannah Informatics

Role Overview

In this role, you will be the frontline connection between users and our digital health platform, handling both inbound and outbound communications to resolve issues, answer questions, and guide customers through software challenges. Your daily work involves logging and tracking cases, troubleshooting common system issues, and collaborating with product and engineering teams to ensure problems are solved efficiently. By maintaining empathy and professionalism in every interaction, you help uphold the organization’s reputation for responsive, high-quality service and directly contribute to a positive customer experience.

Key Responsibilities

• Manage inbound calls, emails, and other support channels as the initial customer contact, ensuring timely and professional responses.
• Place outbound calls to follow up on open inquiries, provide status updates, gather necessary details, and confirm issue closure.
• Perform first-level technical troubleshooting for software-related problems, guiding customers step-by-step toward solutions.
• Log every support request into a case management system, prioritize issues by urgency and business impact, and track them through to final resolution.
• Escalate complex technical challenges to appropriate internal teams, then follow up to ensure customers receive timely updates and fixes.
• Document all customer interactions, solutions, and follow-up actions accurately, and contribute to internal knowledge base articles.
• Collect customer feedback during conversations, identify recurring themes or improvement areas, and share insights with product and engineering teams.
• Work closely with cross-functional groups such as Implementation and Product to stay informed about new features, system changes, and provide aligned support.

Requirements & Qualifications

• A Bachelor’s degree in Business Administration, Marketing, Communications, Economics, Information Technology, or a closely related field.
• A solid grasp of basic software troubleshooting concepts and the ability to guide users through common technical issues.
• Excellent verbal and written communication skills, including a professional telephone manner and clear, empathetic writing.
• Strong customer service orientation with a genuine desire to help users and resolve their concerns.
• Demonstrated problem-solving and analytical abilities to diagnose issues and recommend effective solutions.
• Proven organizational skills to manage multiple cases simultaneously and meet service level expectations.
• Comfort working in a fast-paced environment, remaining calm and professional during challenging interactions.
• High attention to detail when documenting conversations, case notes, and resolution steps.
• Familiarity with customer support platforms or CRM systems (experience is a plus).
• Prior experience in a support, contact centre, or customer success role is an added advantage; experience with healthcare or digital health systems is especially valued.
• Willingness to continuously learn new technologies and improve technical knowledge on the job.