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CX Support Analyst

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India.
The position supports workflows related to US healthcare and RCM, with an emphasis on transparent communication, accurate analysis, and effective follow-through. This role reports to the CX Support Manager.

Team summary
Customer Experience (CX) team in athena plays a critical role in bridging customers (providers, payers, patients) with the product and internal teams. Their function goes beyond support—it’s about ensuring smooth adoption, satisfaction, and continuous improvement.As the first line of support the expectation is Resolve product issues related to workflows such as scheduling, billing, EHR usage, claims, etc.Manages tickets, escalations, and SLAs to ensure timely resolution and provide world class experience to our customers.

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

📌 CX Support Analyst (Chennai)
🏢 Athenahealth
📍 Chennai