User Support Specialist, VideaHealth
$60-80k
+ Equity
Detecting pathologies in dental imaging through AI software
Be an early applicant
Detecting pathologies in dental imaging through AI software
21-100 employees
Be an early applicant
$60-80k
+ Equity
21-100 employees
Company mission
To improve the lives of billions of people around the globe by bringing Artificial Intelligence powered solutions to the world of dentistry.
Role
Who you are
- 2+ years of demonstrated SaaS experience supporting end users while providing excellent customer service and enjoy serving others
- Ability to quickly become a product expert
- Start-up experience and understanding the unique experience and expectations it entails
- Highly organized, detail oriented, able to multitask, and easily adapts and responds to change
- Methodical analytical troubleshooting capabilities with the ability to stay calm under pressure
- Excellent documentation skills with an eye for details and accuracy
- Strong work ethic and ability to work in a dynamic work environment
- Expert communication, self-motivated, able to work alone and be a team player
- Experience in the dental field is a plus
- Demonstrated experience in troubleshooting technical and end user issues
- Familiarity with CRM and ticketing systems
- Experience writing SQL queries and reviewing system logs
What the job involves
- VideaHealth is looking for a User Support Specialist
- You are the go-to person who will support our customer’s users throughout their AI journey
- You will work closely with the customer success teams to ensure VideaAI users receive excellent support
- To succeed in this role, you are a fast learner, empathetic, love resolving user inquiries and thrive in a fast-paced environment
- If this sounds like you then we’d like to meet you!
- Provide tier 1 and tier 2 customer support
- Provide technical assistance and assist with navigation of the company's platform
- Communicate via telephone, live chat, SMS and email to address user inquiries
- Triage ticket queue for feature requests and bugs, and escalate when necessary to the appropriate stakeholders
- Answer client questions or concerns in a timely, informative, and professional manner
- Day-to-day ticket management
- Manage and deliver according to client SLA response times
- Run analyses on support queue response performance and trends to drive process improvement initiatives
- Write and modify user support documentation
- Collaborate with both Product and Engineering to ensure all reported client bugs or installation related issues are resolved
- Ensure that feedback of service issues reaches the appropriate personnel for effective problem resolution
- Maintain technical familiarity with all VideaHealth products by partnering with Product and Engineering for user support knowledge library updates
- Collaborate with the CS team on customer clinical and technical deliverables
Our take
Dentistry practices have remained relatively unchanged over the past 30 years as the field has shown an active bias against AI-powered technology. VideaHealth is disrupting the market, providing greater transparency to dentists, insurers, and patients through its cavity-detecting AI-powered software.
The company recently gained FDA clearance, after an FDA trial showed that dentists using VideaHealth’s AI experienced a 43% reduction in missed cavities and a 15% reduction in inaccurate cavity detection: unlocking the most economic health value through more immediate (and appropriate) dental treatment recommendations.
The company finds strong competitors in fellow dental AI companies Overjet and Pearl. VideaHealth will need to focus on further developing its AI diagnostic abilities as it aims for expansion across the US and Canada. The company’s impressive list of investors, and strategic partnerships with leading DSOs, have it well-placed to support millions of patients as it aims to be the overall leader in dental AI solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
110% employee growth in 12 months
Company
Company benefits
- Opportunities for Growth
- Equity Options
Company values
- Move Health Forward - We are determined to make a tangible difference in health care. We strive to touch as many lives, in a positive way, as possible!
- Collaborate - We embrace collaboration, among colleagues, partners, and practitioners. It is having each other's back that we will flourish and thrive
- Think Rigorously - We apply the highest standards to all of our work. Measure twice, cut once - move fast, but always step back and reflect carefully
- Grow - We view our mistakes as opportunities for improvement. We test, we validate, and we improve. Constantly
- Build Community - Given how much we all need to learn, we seek input from and collaborate with out clients and partners of driving performance and breakthroughs
Company HQ
Leather District, Boston, MA
Articles
Leadership
Florian Hillen
(CEO)Current Startup Mentor and Guest Speaker at Massachusetts Institute of Technology (MIT), and Visiting Research Fellow and Guest Speaker at Harvard Business School. Co-Funder of ninu GbR. Former Research Assistant at Broad Institute, Summer Associate at McKinsey & Company, and was an Associate Manager at FOUNDER.org.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at VideaHealth