The MISSION of SpendMend is to positively impact patient care by delivering value to our healthcare clients through innovative cost-saving solutions, insightful transaction analysis, and improved process visibility. Clients working with SpendMend gain insight and visibility into their cost cycle to help them control costs, reduce risk and fund patient care.

We are seeking a skilled Customer Support Analyst to serve as a frontline resource for Trulla customers, providing timely, knowledgeable, and professional support. This role troubleshoots issues, answers product questions, and ensures customers have a positive experience with the Trulla platform, which is designed to optimize medication purchasing for hospitals, health systems, and clinics.

The ideal candidate is detail-oriented, customer-focused, analytically minded, and comfortable working in a fast-paced, remote environment serving healthcare and pharmacy organizations.

 Responsibilities: 

• Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls
• Troubleshoot platform issues, data discrepancies, and user access questions
• Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context
• Track, prioritize, and resolve support tickets in accordance with SLAs
• Communicate clearly and professionally with customers, translating technical concepts into plain language
• Proactively identify patterns in support issues and provide feedback to product and engineering teams
• Contribute to knowledge base articles, FAQs, and internal support documentation
• Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently
• Participate in team meetings, training sessions, and process improvement initiatives

Desired Education and Experience Requirements:

• Bachelor’s degree in a related field (e.g. Computer Science, Information Technology, Business Administration) or equivalent experience
• Minimum of 3 years of experience in customer service, application support, or a similar role
• Track record of supporting client-facing applications and troubleshooting technical issues
• Experience working with health system pharmacy personnel in operations or purchasing (preferred)
• Detail-oriented, organized, and capable of managing multiple client needs simultaneously
• Exceptional written and verbal communication skills, with the ability to effectively train users and create clear/concise documentation
• Proficient in Microsoft Office and familiarity with CRM systems and help desk software
• Basic SQL or data querying experience (preferred)

Evaluation and Process Improvement:

• Participate in annual performance reviews and goal setting
• Identify and recommend process improvements to enhance client experience and internal efficiency

Job Location: 

• Remote office
• Travel is expected at least once per year for an onsite company meeting

We are not able to sponsor work visas for this position.