Customer Support Specialist

Customer Support Specialist

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship productan AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR CT Analysisprovides a color-coded, 3D model of a patient's coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMapAnalysis), assess coronary blood flow (FFR CT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 400,000 patients worldwide.

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.

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

Physical Demands of the Job: Office environment.

Special Working Conditions:

• Following a 90 day training period, this position will be required to work Wednesday - Sunday 8:30 am - 5:00pm pacific.
• Potentially require on-call support (off-hours) and holiday coverage

A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and cash bonus.