AcuityMD

Customer Support Representative

AcuityMD

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Salary

💰 $55,000 - $75,000 per year

Job Level

JuniorMid-Level

About the role

  • 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.
  • 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, Data, Product Marketing) to create and improve troubleshooting workflows and resolve root cause issues. Contributing to maintain internal knowledge base and help center collateral. Remain focused under pressure while providing exceptional customer service. Proactively brainstorm ways to improve processes and workflows.
  • Your Profile: 2+ years experience in SaaS Customer Support. Must be located in Eastern Time Zone. Excellent customer service skills. Excellent verbal and written communication, and active listening skills. Familiar with CRM tools like Zendesk, Jira, and Hubspot, Google Suite. 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.

Requirements

  • 2+ years experience in SaaS Customer Support
  • Must be located in Eastern Time Zone
  • Excellent customer service skills
  • Excellent verbal and written communication, and active listening skills
  • Familiar with CRM tools like Zendesk, Jira, and Hubspot, Google Suite
  • 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