Technical Support Specialist - East Coast USA
At Cumulus Neuroscience, we develop technologies for the assessment of brain and mental health conditions. Be part of an amazing team solving the biggest healthcare challenge of a generation.
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We are expanding our team and recruiting a Technical Support Specialist. In this role you will play a key part in our Customer Success Team, as the foundational support person. You will have a customer-first attitude, performing our first and second line support for end-users of both hardware and software, and contributing to support processes and growth of the company over time.
As a Technical Support Specialist, you will:
- Provide first and second level support via phone and ticket submission for our external customers, ensuring a timely response for high customer satisfaction.
- The ability to prioritize and triage multiple issues correctly, in accordance to our Service Level Agreement.
- Research, diagnose, troubleshoot and identify potential solutions and workarounds for raised customer issues, owning the entire issue lifecycle.
- Document and track issues, resolutions, and follow-up, including actionable bugs for engineering and accompanying internal communication.
- Work directly with the Customer Success team to contribute support status for individual customers into a holistic account profile.
- Work directly with our Regulatory function to track and manage customer feedback, correctly classifying severity and following change control procedures where appropriate.
- Contribute to the creation and maintenance of support documentation, such as FAQs and troubleshooting guides.
- Provide high-impact feedback to improve our product, services or support function by looking at recurring issues and time-consuming solutions.
- Work directly with Cumulus Product Management to define and help drive delivery of enhanced supportability in the Cumulus product suite.
- Provide mainly US time coverage, with flexibility to cover Europe time when needed.
- Comfortably work independently in a fully remote role, working with a distributed team in different time zones.
Required Experience:
- Experience in external customer support role, not an internal Helpdesk. See Minimum Qualifications.
- Solid understanding of technical products and the ability to quickly pick up a new technology and understand the nuances of the user settings (i.e. clinics).
- Hands-on experience with one or more of: Android, IOS, Linux and cloud services.
- Familiarity with help desk software (e.g. Hubspot Service or Jira Service desk).
- Customer-focused, proactive and positive attitude with strong communication skills, both written and verbal.
- Strong interpersonal skills to work effectively within a team and across diverse focused teams.
- Excellent problem solving and critical thinking skills, with the tenacity to stay with problems until a full resolution.
- Impeccable organization and attention to detail with a passion for continuous improvement.
- The ability to work in a fast-paced startup environment where priorities can shift quickly.
- The ability to see, suggest and implement process improvements.
- The ability to work with a distributed team in different time zones and work independently in a fully remote role.
- Willingness to travel internationally to our head office in Belfast, UK on occasion.
Helpful Experience:
- Prior experience in medical technology, clinical technology, healthcare technology or similar.
- Prior experience with distributed systems and web technologies (e.g. REST API, JSON, SQL, HTML).
- Understanding of database technology and concepts.
- Prior experience in a product-focused company.
- Prior experience with developing or improving support processes.
- Prior experience with regulated devices and working with a Quality Management System.
- Prior experience working in an international company.
- Prior experience building a support function in a growing company.
- Experience in working within one or more of the standards ISO 13485, ISO 62304 and 21 CFR Part 11.
- Additional certification in Amazon Web Services or similar technologies is an advantage.
Minimum Qualifications:
Either
- 5+ years of previous experience in an external customer-facing support role and no formal degree, or an Associates degree in Health Information Technology, Computer Science, Information Technology or a relevant field.
or
- 3+ years of previous experience in an external customer-facing support role and a Bachelors degree in Health Information Technology, Computer Science, Information Technology or a relevant field.
Plus:
- A valid and up-to-date passport for occasional travel to our head office in Belfast, UK.
- Right to work in the United States.
Salary & Benefits:
- Competitive salary and performance-based bonus scheme.
- 15 days of PTO, increased to 20 after 2 years of employment.
- Competitive benefits including pension match, medical, dental and vision insurance coverage and significant contributions towards dependents.
- Work with an awesome team of smart and motivated people on cool and unique technology that can positively impact the lives of millions of people!
- Department
- Customer Success
- Locations
- Cambridge, MA
- Remote status
- Fully Remote
Cambridge, MA
About Cumulus Neuroscience
At Cumulus Neuroscience, we develop cutting edge technologies for at-home assessment of brain and mental health conditions.
With our AI-powered digital health platform and wearable technology, we have built the world’s largest database of real-world brain activity and cognitive performance data. The insights we extract from this data help transform our understanding of brain health and accelerate the development of revolutionary treatments. We work with some of the leading universities and therapy developers in the world, on conditions like dementia, schizophrenia and depression.
Technical Support Specialist - East Coast USA
At Cumulus Neuroscience, we develop technologies for the assessment of brain and mental health conditions. Be part of an amazing team solving the biggest healthcare challenge of a generation.
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