Customer Support Specialist

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. 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.

Provide knowledgeable responses to customer inquiries and issues. Deliver prompt documentation and complete resolution of reported issues. Manage knowledge base for customer issues. Deliver customer feedback into HeartFlow’s Customer Relationship Management system. Assist production with incoming case management, troubleshooting, and solving technical issues. Support Sales staff with feedback, product knowledge, and customer usage metrics. 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. Develop and provide customer technical support solutions.