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. #LI-REMOTE

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. Additionally, this individual will be comfortable driving and supporting implementation of change. This role will be responsible for technical troubleshooting, including IT problems, data transfer, and web and mobile access issues. This role will also administer Zendesk and lead continued improvement of forms, processes, workflows, and reporting with Zendesk.

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 to improve quality and efficiency
• Work with department manager to prioritize improvements to Zendesk ticketing system to improve customer support and investigation processes and data reporting.
• Implement and validate changes to Zendesk forms, workflows, and reporting.
• Identify and lead projects, including defining and implementing.

Skills Needed:

• Positive, energetic personality, comfortable in front of groups/customers
• Responsible, accountable, and ability to work well with teams and cross-functionally
• IT and technical troubleshooting knowledge
• Expertise with Zendesk administration and setup/customization
• Comfortable in high pressure situations
• Excellent verbal and written communication skills
• Highly detail-oriented with strong technical skills in MS Office
• Ability to creatively and independently think through solutions and drive projects to completion
• Timeline management with multiple teams, goal setting, and leading project management update meetings
• 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 required
• 1+ years of Zendesk admin experience within medical device industry required
• Experience providing customer and/or corporate sales support with large-scale organizations preferred
• Experience supporting a technical or clinical product / service preferred
• A.S./A.A. Degree

About HeartFlow, Inc.

HeartFlow, Inc. is a medical technology company redefining the way heart disease is diagnosed and treated. Our non-invasive HeartFlow FFRct Analysis leverages deep learning to create a personalized 3D model of the heart. By using this model, clinicians can better evaluate the impact a blockage has on blood flow and determine the best treatment for patients. Our technology is reflective of our Silicon Valley roots and incorporates decades of scientific evidence with the latest advances in artificial intelligence. The HeartFlow FFRct Analysis is commercially available in the United States, Canada, Europe and Japan. For more information, visit www.heartflow.com.

HeartFlow, Inc. is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at HeartFlow, including recruitment, hiring, training, relocation, promotion, and termination.

Positions posted for HeartFlow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

All employees and contingent workers (contractor, consultant, interns or temporary personnel) are required to be vaccinated against SARS-CoV-2 and any booster as recommended by CDC, unless a reasonable accommodation is approved. All prospective hires will be expected to provide proof of vaccination on their first day of employment.