Product Solutions Associate, Customer Support

Summary

Join Flatiron Health as a Product Solutions Associate and become a changemaker in cancer care. You will be the first point of contact for customers using OncoEMR, our web-based oncology EMR software. Your responsibilities include handling inbound calls and emails, resolving customer issues, collaborating with internal teams, and building strong customer relationships. This remote position offers flexible hours and a comprehensive benefits package. The ideal candidate possesses 1-3 years of customer-facing experience, familiarity with SaaS solutions, and excellent communication skills. A Bachelor's degree or equivalent experience is required.

Requirements

• Have 1-3 years experience in a customer-facing role
• Have familiarity with SaaS solutions and/or experience working in a healthcare setting
• Have a proven ability to build customer relationships
• Be capable of working individually and as part of a team
• Be detail oriented and have strong organizational and time management skills
• Have polished written and verbal communication skills and the ability to explain technical topics to non-technical stakeholders, such as healthcare professionals
• Have a Bachelor’s degree, or commensurate military/work experience

Responsibilities

• Work with the Flatiron HC Customer Support Team as the first point of contact for our customers
• Support OncoEMR, our web-based, oncology-specific electronic medical record (EMR) software
• Handle inbound phone calls and emails from customers, documenting their questions and concerns
• Resolve customer issues and collaborate with internal teams as needed
• Establish rapport with customers in order to build credibility and earn trust
• Document all issue details, including the reported problem, troubleshooting steps, and resolution
• Manage a large volume of issues, while ensuring timely communication and resolution with customers
• Collaborate directly technical solutions engineers, account managers, engineers, and product managers to provide the best experience for our customers
• Gain a deep understanding of the OncoEMR application and workflows
• Spend up to 5 hours a day taking phone calls from customers
• Occasional travel (1-4 times a year)

Preferred Qualifications

• Have experience with EMR Systems and terminology
• Have an understanding of common workflows and challenges specific to healthcare professionals
• Have experience using Salesforce, TalkDesk, and/or Atlassian products

Benefits

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services