Full-Time Customer Support Specialist

HeartFlow, Inc. is a medical technology company advancing the diagnosis and management of coronary artery disease.

The Customer Support Specialist role delivers world-class customer service for HeartFlow’s web-based medical software products.

Responsibilities:

• Help HeartFlow gain worldwide adoption by providing knowledgeable responses to customer inquiries and issues.
• Provide prompt resolution of reported issues and manage knowledge base.
• Deliver customer feedback to CRM system and help analyze data to improve support and product development.
• Support Sales staff with feedback, product knowledge, and customer usage metrics.
• Assist in onboarding new accounts.
• Work with IT, Marketing, Sales, and Production to improve customer support.
• Develop and provide customer technical support solutions.

Skills Needed:

• Positive, energetic personality, comfortable in front of groups/customers
• Responsible, accountable, and able to work with teams
• Comfortable in high-pressure situations
• Excellent verbal and written communication skills
• Detail-oriented with strong technical skills in MS Office
• Experience with data analysis (especially MS Excel)
• Experience with DICOM, medical devices, EHR/EMR software (preferred)
• Experience with Salesforce or other CRM tool (preferred)
• Fluency in English required, other languages desirable

Requirements:

• 3-5 years of customer-facing experience preferred
• Experience supporting a technical product preferred
• A.S./A.A. Degree, Bachelor's preferred

Conditions:

• Evening and weekend work may be required
• On-call support and holiday coverage may be required

Compensation:

• $28.00 - $31.00/hour, cash bonus, and stock options

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