HeartFlow, Inc · 6 days ago

Customer Support Specialist

Austin, TX

Full-time

Remote

Mid Level

$28/hr - $31/hr

3+ years exp

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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

Qualification

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Technical troubleshootingCustomer supportData analysisMS OfficeMS ExcelDICOM medical imagingEHR/EMR softwareSalesforceFluency in EnglishGerman languageJapanese languageFrench languageItalian languageCustomer feedback analysis