Clinical Customer Care Associate

2 Months ago • 5 Years + • Administrative • Account Management

About the job

4 skills required for this role

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back-end

communication

organisational

organisational-skills

Job Description

As AliveCor expands its KardiaPro account base and forms larger partnerships with organizations like Medible, ERT, and Novartis, the demand for dedicated support has increased significantly. This role is essential to provide a direct point of contact for our growing customer base and partner networks. The appointment of a KardiaPro Customer Care Associate will alleviate the current team from splitting these responsibilities and ensure more efficient handling of Level 2 support issues.

Key Responsibilities:

Manage KardiaPro account activation and deactivations
Manage incoming web tickets via KardiaPro@Alivecor.com.
Respond to customer inquiries using a Zendesk-integrated KardiaPro phone line.
Document and relay client requests for product enhancements.
Identify and fix bugs and issues within the platform.
Collaborate with the back-end KardiaPro team on complex issue resolution.
Address and support queries from vendors and partners.
Manage the Zendesk KardiaPro support area.

Qualifications & Skills:

Minimum of 5+ years of demonstrated work experience in providing exceptional customer service, particularly in a healthcare or medical technology environment.
Ability to work independently using own judgement to assist customers and clinical accounts with requests.
Proven ability to resolve Level 2 support issues, ensuring comprehensive coverage and timely resolution.
Excellent communication and interpersonal skills.
Strong organizational skills.
Attention to detail in documenting customer interactions, platform issues, and enhancement requests.

What We're Looking For: An individual who is passionate about customer service, has a knack for problem-solving, and can effectively handle multiple tasks. The ideal candidate should be comfortable with tech platforms and have excellent communication skills.

Perks and benefits

We strive to make your life outside work as smooth as possible while you're at work, and we offer a long list of benefits to make that happen.

Hybrid working model
Flexible and generous vacation policy
Maternity / Paternity Leave/ Adoption/ Commissioning leave
Generous Medical Benefits: Above market family floater medical insurance coverage including both parents or in law parents
Metro connectivity from office
A supportive, collaborative group of people who understand that success depends on the team

AliveCor is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any other classification protected by federal, state, or local law.

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