Technical Support Specialist - East Coast USA - Cumulus Neuroscience

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 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:

• 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 a 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 a 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!