At HealthLytix, we create data analytics solutions to provide comprehensive insights into health status based on genetics and whole-body imaging. Our products provide consumers with the benefits of early detection and targeted care, while empowering physicians with more accurate diagnostic decision-making across modalities.
As a precision health technology company, we apply proprietary machine learning algorithms to large-scale databases of health information to create individualized wellness assessments. With HealthLytix, physicians and health systems can access and understand patient data, personalize treatment solutions and create data driven insights into care pathway management. Our software is a reliable, cost effective technology that increases workflow efficiency, reduces costs and improves outcomes and patient care. We are seeking talented professionals excited to build new technology that advances scientific research while growing their career within a dynamic, supportive environment.
HealthLytix is seeking a Technical Customer Success Representative to own all aspects of the customer experience from on-boarding new customers to supporting our customer base. This is an ideal position for a proactive and enthusiastic person who enjoys working with technology, customers, solving problems and staying busy with varied tasks. This position is responsible for identifying customer issues and providing solutions in order to resolve the case. The primary objective for this role is to provide response and resolutions for technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction. Were looking for a hands-on contributor to handle calls, emails and voicemails from HealthLytixs customer base. An ideal candidate will be able to communicate effectively with customers while also being comfortable with challenging technical scenarios. The right candidate has a mix of support and technical competencies and is experienced with product release and customer service responsibilities. Our Customer Success Representative must be a team player with a positive attitude, strong interpersonal skills, and strong verbal and written communication skills. Candidates for this position will have a general understanding on how enterprise software businesses are organized and the central role Customer Success plays in start-up success. Were looking for a passionate, hands-on, technical individual to build customer satisfaction in order to drive revenue growth.
Scope of Work
Manage advanced Tier 2 support issues with our software development, sales department and 3rd party distributors
Handle inbound questions and issues via phone, email, ticket system, and online chat
Research and provide resolution to questions and problems
Effectively track, prioritize, and ensure that support tickets are resolved in a timely and satisfactory manner
Keep accurate records and ensure processes are well documented
Develop materials and tools for clients to self-service their interests and needs
Solve problems that may be unstructured and require use of conceptual thinking skills
Facilitate customer feedback to Engineering to improve future product releases
Manage communication between third party distributors and the customer as needed
Document processes and steps necessary to resolve application issues and/or best practices
Develop content for customer knowledge base
Track and communicate customer feature requests to product development
Provide feedback on new features during the development cycle
Obtain and evaluate all relevant information to handle inquiries and complaints
Direct requests and unresolved issues to the designated resource
Equal Employment Opportunity
HealthLytix is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. HealthLytix also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act.
Required Skills and Background
Bachelors degree or higher
3+ years in Enterprise or B2B SAAS support role (software technical support experience, preferably B2B software support) in Customer Success, Technical Support and/or Account Management
Knowledge of software operations, platforms, functions, and terminology
Excellent communication skills (both written and verbal) and the ability to interact with customers who may not be technically inclined or understand the technology. Ability to patiently work with a customer to resolve their issue.
Strong interpersonal and customer service skills with the ability to resolve challenging technical issues in a timely manner
Ability to troubleshoot, diagnose and debug technical issues
Strategic thinker who can see problem patterns, ideate solutions, and execute to completion
Solid troubleshooting/problem solving software use cases using strong analytical and problem-solving skills
Experience with documenting procedures while speaking with customers
Would be great to also have experience with:
Health technology start-ups
Medical Device and genomics background
High-level of technical aptitude and an ability to quickly learn new technologies
Anything else youre awesome at! (wed love to know)
HealthLytix offers competitive salaries, employee options, a full benefits package, including medical, dental and vision plans for employees and their families, as well as a 401(k) plan. Our offices are located in 13-story office tower with paid employee parking, onsite caf, indoor/outdoor fitness center, shower/locker facility, bike lockers, Amazon Lockers and other outdoor employee recreation facilities including bocce ball, basketball, and putting green.