Heartflow
Customer Support Specialist
East Coast, United States · Full-time
Sponsorship not specifiedDetected 22 hours ago
CSSData AnalysisSalesforceCRMSalesCustomer SupportEHR/EMRMedical DevicesRadiologyResearchCommunicationMicrosoft Office
About the role
- Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology.
- Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.
- The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets.
Responsibilities
- Provide prompt documentation and complete resolution of reported issues and manage knowledge base for customer issues.
- Deliver customer feedback into Heartflow's Customer Relationship Management system and help team members analyze and distill data to drive improvements in customer support and product development
- Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration
- Work with IT, Marketing & Sales, and Production to improve customer support quality results by studying, evaluating, and re-designing appropriate processes
- Develop and provide customer technical support solutions to continually drive improve quality and efficiency
Requirements
- Following a 90 day training period, this position will be required to work Wednesday - Sunday 8:00 am - 4:30pm eastern (7:00 am -3:30pm central).
- Following a 90 day training period, this position will be required to work Wednesday
Nice to have
- 3-5 years of customer facing work experience preferred
- Experience supporting a technical or clinical product / service preferred
- Bachelor degree preferred
Skills
- Responsible, accountable, and ability to work well with teams and cross-functionally
- Comfortable in high pressure situations
- Excellent verbal and written communication skills
- Highly detail-oriented with strong technical skills in MS Office
- Experience with data analysis techniques and especially the use of MS Excel.
- Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred
- Experience with Salesforce or other CRM tool highly preferred
- Fluency in English required, competency in German, Japanese, French and/or Italian desirable
Compensation
- A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and cash bonus. #LI-Remote
Benefits
- Potentially require on-call support (off-hours) and holiday coverage
- A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and cash bonus. #LI-Remote
Company info
- Positive, energetic personality, comfortable in front of groups/customers
- Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process.
Equal opportunity
- Heartflow is an Equal Opportunity Employer.
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This listing is sourced directly from Heartflow's careers page and normalized into a canonical job model.