Remote Job
Customer Support Representative
AcuityMD- 5000 - 6000 USD per Month
- Full Time
- Posted : 6 months ago
AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary and identify opportunities where physicians can better serve their patients.
In this role, you will solve customer questions, triage project requests from customers and internal team members, and build a personalized and empathetic customer service experience. You will do this by being an expert on the AcuityMD application, mastering support tools, and creating articles for the help center.
Team Mission
We are building a best-in-class commercial organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.
Responsibilities
- Triage and resolve customer issues across live chat, email, and Zoom when necessary.
- Collaborate with internal teams (Customer Success, Product, Engineering) to create and improve troubleshooting workflows and resolve root cause issues.
- Contributing to maintain internal knowledge base and help center collateral.
- Work and remain focused under pressure while providing exceptional customer service
Your Profile
- 2+ years experience in SaaS Customer Support
- Must be located in Eastern or Central time zone
- Excellent customer service skills
- Excellent verbal and written communication, and active listening skills
- Familiar with CRM tools like Zendesk, Jira, and Hubspot,
- Patience, time management skills, and the ability to prioritize tasks
- Ability to work independently and as part of a team
- A strong sense of urgency, empathy, and a sense of humility
Nice to Haves
- Interest or experience in medical technology space
- Previous experience with Customer Advocacy programs
You must have an eligible work permit in the USA or Canada to be considered for this position.
We Offer:
- Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
- Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
- Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
- Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
- Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
- Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
- Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
- Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
- Competitive compensation with equity upside.
Skills
- Customer Support
- customer success
- SaaS
- Jira
- Zendesk
- HubSpot
- CRM
