Customer Support Specialist, HeartFlow
$28.00 and $31.00 per hour. + Cash bonus, and stock options
Medical equipment manufacturing
Be an early applicant
Medical equipment manufacturing
501-1000 employees
Be an early applicant
$28.00 and $31.00 per hour. + Cash bonus, and stock options
501-1000 employees
Company mission
To save lives, improve the patient experience and reduce the overall costs of care.
Role
Who you are
- We are looking for someone that enjoys technical troubleshooting in a fast paced and exciting environment
- 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
- 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
- A.S./A.A. Degree. Bachelors preferred
What the job involves
- 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
- He 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
- 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
- The responsibilities of this position sometimes require working evenings and weekends, with little advanced notice
- Potentially require on-call support (off-hours) and holiday coverage
Our take
HeartFlow was founded in 2007 and is a medical equipment manufacturer that uses CT-scanned 3D modelling to assess and analyze a patient's arteries. This noninvasive process can help assess the risks of heart disease and strategize the appropriate treatment.
HeartFlow has had a long history of awards and innovations. In 2021, it brought its technology to the NHS in England and in October 2022, introduced a plaque analysis service. As time has gone on, Heartflow has indicated that it is keeping up with technological advances and finding new ways to provide heart health services through them.
HeartFlow successfully launched its IPO in 2021 but faced a setback when its merger with Longview Acquisitions was called off in 2022 due to unfavourable market conditions. Despite this, the company has made a strong comeback and recently unveiled its next-generation plaque analysis AI, demonstrating its continued commitment to innovation and growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Apr 2023
$215m
SERIES F
Jun 2019
$65m
LATE VC
Total funding: $882.6m
Company benefits
- Medical, Dental, Health (90% of premium paid by HeartFlow)
- Stock options to all employees
- Flexible Spending Accounts
- Lounge featuring collaboration space, pinball, foosball, and ping pong
- Free snacks and drinks and subsidized health food
- Friday run/walk program - get fit, socialize and earn rewards
- Events throughout the year: Ironman competition, blood drive, sports league play (kickball, beach volleyball, etc), waffle bar, BBQs, biometrics assessment, and more!
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
John Farquhar
(CEO)Joined HeartFlow in 2021 as the President and Chief Operating Officer and became the CEO in 2022. Prior to this, they were the VP and General Manager at Medtronic. They also spent 5 years as a Professional Football Player in the NFL.
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