Customer Support Specialist

Summary

Join HeartFlow, a medical technology company revolutionizing precision heart care, as a Customer Support Specialist. This full-time role provides world-class service for our web-based medical software, ensuring rapid issue resolution and customer satisfaction. You will be the technical lifeline for accounts, integrating our technology into customer workflows and supporting their needs. The role involves troubleshooting technical issues, managing a knowledge base, and collaborating with various teams to improve customer support. HeartFlow offers a fast-paced, exciting environment within a small, supportive team dedicated to helping customers provide the best patient care. The position requires strong technical and communication skills, along with experience in customer support and data analysis.

Requirements

• 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
• 3-5 years of customer facing work experience
• A.S./A.A. Degree

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

Preferred Qualifications

• Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product
• Experience with Salesforce or other CRM tool
• Competency in German, Japanese, French and/or Italian
• Experience providing customer and/or corporate sales support with large-scale organizations
• Experience supporting a technical or clinical product / service
• Bachelors Degree

Benefits

• Cash bonus
• Stock options