Customer Support Specialist

Commercial Austin, Texas


Description

The Customer Support Specialist role (CSS) is a full-time role that delivers world-class customer service for HeartFlow’s web-based medical software products to our research and commercial accounts. The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets.

The CSS will help integrate the HeartFlow technology into the customers’ workflow and support them as needed. The HeartFlow support team is a small group that solves problems to help our customers who are trying to provide the best care for their patients. We are looking for someone that enjoys technical troubleshooting in a fast paced and exciting environment. 

HeartFlow is a revolutionary medical software start-up providing first in class technology to aid in the detection of coronary artery disease. We received FDA clearance in 2014, are Pre-IPO, and have an expanding presence in the US, Europe, and Japan. 

Product Information: http://youtu.be/MY84FiTDPZI

Job Responsibilities: 

  • Help Heartflow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues.
  • Respond to all customers in a timely manner per Service Level Agreement.
  • Provide prompt documentation and identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service
  • Deliver customer feedback into HeartFlow’s ticketing system and help team members analyze and distill data to drive improvements in customer support and product development.
  • Support the sales organization processing commercial demos for potential customers.
  • Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time.
  • Support the commercial organization with feedback, product knowledge, and customer usage metrics.
  • 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 and improve quality and efficiency.

Skills Needed:

  • Positive, energetic personality, comfortable in front of groups/customers
  • Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as needed
  • Ability to utilize exceptional problem-solving skills to work through difficult challenges
  • 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
  • Experience with Zendesk or other ticketing tool highly preferred
  • Fluency in English required. Competency in German, Japanese, French and/or Italian desirable.
  • Experience with working with databases preferred (Example: MySQL) 

Educational Requirements & Work Experience:

  • Minimum 2 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.
  • A.S./A.A. Degree

Special Working Conditions:

  • This position is for an early morning shift
  • The responsibilities of this position sometimes require working evenings and weekends, with little advanced notice
  • Flexibility for occasional travel within and outside the US (<15% of total time), potentially require on-call support (off-hours)

Company Summary:
HeartFlow is an exciting, revolutionary, medical software start-up that has received international recognition for exceptional strides in healthcare innovation. We are changing cardiovascular healthcare through improvements in the accuracy of non-invasive tests for Coronary Artery Disease, the most common form of Heart Disease and the number one killer of men and women in the United States. HeartFlow operates as a SaaS business that processes standard Computed Tomographic (CT) imaging to generate 3D models of patients’ coronary arteries for physicians’ use. HeartFlow is a VC-backed, pre-IPO company that received CE mark clearance in 2011 and FDA clearance in 2014. We are based in Redwood City, California with an existing and expanding presence in Europe and Japan.

www.heartflow.com

HeartFlow, Inc. is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Positions posted for HeartFlow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.