Note: The job is a remote job and is open to candidates in USA. Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. The Customer Support Specialist role delivers world-class customer service for Heartflow’s web-based medical software products, ensuring rapid resolution of issues and achieving customer satisfaction and loyalty targets.
Responsibilities
- Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues
- 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
- Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time
- Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration
- Assist in on-boarding new accounts, including system administrators and clinical users
- 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
Skills
- Positive, energetic personality, comfortable in front of groups/customers
- 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
- Fluency in English required
- Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product
- Experience with Salesforce or other CRM tool
- 3-5 years of customer facing work experience
- Experience providing customer and/or corporate sales support with large-scale organizations
- Experience supporting a technical or clinical product / service
- Bachelor degree preferred; experience in lieu of education
Benefits
- Cash bonus
- 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)
- Potentially require on-call support (off-hours) and holiday coverage
Company Overview