Customer Support Specialist at HeartFlow

Newport Beach, California, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical TechnologyIndustries

Requirements

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

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 improve quality and efficiency

Skills

Key technologies and capabilities for this role

Customer ServiceTechnical TroubleshootingMedical SoftwareWorkflow IntegrationCustomer Support

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, the Customer Support Specialist role is a full-time role.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What skills are needed for the Customer Support Specialist role?

The role requires technical troubleshooting skills, customer service expertise, and the ability to work in a fast-paced environment, along with knowledge of medical software products.

What is the team structure like at HeartFlow?

The HeartFlow support team is a small group that solves problems to help customers provide the best care for their patients.

What makes a strong candidate for this Customer Support Specialist position?

A strong candidate enjoys technical troubleshooting in a fast-paced environment and can deliver knowledgeable responses to customer inquiries while supporting product adoption and workflow integration.

HeartFlow

Non-invasive cardiac testing for heart disease

About HeartFlow

HeartFlow provides a non-invasive cardiac test that helps visualize a patient's coronary arteries in detail. This technology allows physicians to diagnose and treat heart disease more effectively without the need for invasive procedures, which reduces risks for patients and costs for healthcare providers. HeartFlow's main clients are healthcare professionals seeking safer diagnostic methods. The company offers several analyses, including FFRCT Analysis and Plaque Analysis, all of which have received FDA clearance and are available in multiple countries, including the United States, the United Kingdom, Japan, and Canada. Unlike many competitors, HeartFlow focuses on providing a comprehensive suite of analyses that enhance treatment planning. The goal of HeartFlow is to improve cardiovascular care by making it safer and more efficient for both patients and healthcare providers.

Redwood City, CaliforniaHeadquarters

2010Year Founded

$858.5MTotal Funding

SERIES_FCompany Stage

HealthcareIndustries

501-1,000Employees

Benefits

Remote Work Options

Stock Options

401(k) Company Match

Risks

Emerging AI-driven competitors could threaten HeartFlow's market share.

Algorithmic bias in AI models could lead to inaccurate diagnoses.

Integration into healthcare systems may face resistance due to complexity and cost.

Differentiation

HeartFlow offers the only combined anatomy, physiology, and plaque analysis for heart disease.

HeartFlow's non-invasive FFRCT Analysis is FDA-cleared and widely available globally.

HeartFlow's AI-driven technology provides personalized 3D heart models for precise diagnostics.

Upsides

HeartFlow closed a $215 million Series F funding round in April 2023.

The global non-invasive cardiac imaging market is projected to grow significantly.

HeartFlow's technology aligns with the trend towards value-based care in healthcare.

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