Customer Support Specialist

Job Description

Job 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 Needed:

• 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.
• 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

Educational Requirements & Work Experience:

• 3-5 years of customer facing work experience preferred
• Experience providing customer and/or corporate sales support with large-scale organizations preferred
• Experience supporting a technical or clinical product / service preferred
• Bachelor degree preferred; experience in lieu of education

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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