Senior Technical Customer Service Specialist
Eko
IT, Customer Service
San Francisco, CA, USA
Posted on Sep 26, 2024
At Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.
With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.
We are seeking a highly motivated and detail-oriented Senior Technical Customer Service Specialist to join our team. You will engage with customers by phone, email, and chat to answer questions about our products and services. In this role, you will be the frontline ambassador for our brand, helping our customers to be surprised and delighted by the Eko experience. In addition to exceeding your metrics goals, you will have an obsession for customer experience. Being a team player and adaptable to changing business needs, especially during peak seasons, is essential. You will also work with teams of providers that are looking to implement Eko’s solution in the line of care to help them better understand our offerings to guide and close them through the purchasing process.
As a Senior Technical Customer Service Specialist at Eko, You Will:
- Provide an exquisite, elevated experience by managing a high volume of calls, emails, and chats with efficiency and an obsession for customer satisfaction.
- Make sales to teams of clinicians that are looking to deploy Eko’s solutions across their practice.
- Resolve support tickets promptly and accurately, meeting all SLAs and customer satisfaction (CSAT) expectations.
- Troubleshoot and resolve technical issues related to our SaaS and Hardware products.
- Guide customers through the onboarding process and support them throughout their journey with Eko.
- Develop and maintain a comprehensive understanding of our products and warranties to effectively address customer needs.
- Collaborate with Fulfillment, Product, Engineering, and QA departments to resolve complex orders and report on product features.
- Report trends and issues to enhance the customer experience and contribute to continuous improvement.
- Maintain compliance with HIPAA and other regulations.
As a Senior Technical Customer Service Specialist at Eko, You Have:
- Minimum of 10 years of experience in customer support or a similar role, preferably within the consumer healthcare industry.
- Ability to handle customer communications over various channels (phone, chat, and email).
- Ability to work out of our Emeryville HQ as assigned on a weekly schedule.
- Proven ability to manage conflict and provide effective resolutions.
- Strong technical knowledge and familiarity with consumer products and services.
- Demonstrate ability to complete tasks on time and prioritize work effectively.
- Excellent communication skills, both written and verbal, with the capability to explain technical concepts to non-technical users.
- Proficiency in support tools and CRM software (e.g., Zendesk, Salesforce, JIRA).
- Strong problem-solving skills with the ability to think strategically and work independently.
- Ability to thrive in a fast-paced, ever-changing environment, with attention to detail and strong organizational skills.
- Flexible and adaptable to meet business needs, including during peak seasons or high-demand periods.
- Must be able to provide professional references to support your qualifications and experience.
Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.
Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.