Customer Experience Associate - Level 2 - US based only preferably in the East Coast

Company: Eko Devices
Location: Oakland
Posted on: February 25, 2021

Job Description:

Customer Experience Associate - Level 2 - US based only preferably in the East Coast Eko is on a mission to improve the quality and accessibility of cardiovascular care for patients across the globe. Come join our nimble team that built the first FDA-cleared digital stethoscope on the market to wirelessly stream heart and lung sounds to HIPAA-compliant software. -- What We Do: The Customer Experience team is central to understanding the voice and needs of our customers and advocating for them on a company-wide level. Eko's CX Associates ensure that the tens of thousands of clinicians depending on Eko's platform of hardware, software, and algorithms are best positioned to succeed. You will become an expert in the Eko platform, partner with internal teams to ensure client satisfaction, spearhead user-centered projects, and manage Eko's customer support channels. Work closely with fellow CX Associates to cover customer support channels, interacting with our customers via phone, email, chat, and social media Maintain a high customer satisfaction rating and low ticket response times, reporting these metrics out to stakeholders regularly Further develop processes that enhance the productivity of the CX team and improve the quality of customer care Track trends and customer feedback and report data to stakeholders in monthly meetings Become an expert on Eko products and customer use cases in order to best support our customer base Work cross-departmentally, particularly with Product, Fulfillment and Quality teams, streamlining solutions to customer-facing issues What we are looking for: You are passionate about supporting customers and keeping them at the center of what we doYou are well organized and take initiative You use your product sense to identify and advocate for a great user experience You have great communication skills and are able to initiate and manage cross-departmental conversations and projects You are process and data-driven and understand the value of user-centered design You are confident on the phone, naturally empathetic and enjoy talking to customers You are a creative problem solver and operate with curiosity You are able to manage multiple tasks and projects at once You like to push yourself and want to grow in your role on the CX team - the sky's the limit! You are flexible and able to navigate change Requirements: Minimum 1+ years of experience supporting a healthcare and/or SaaS product Minimum 1+ years of experience in customer support, including phone experience Strong written and verbal communication skills Experience with using a CRM tool such as Zendesk (preferred) Work hours: 8am-5pm EST About the company: Eko is a venture-backed digital health company harnessing the power of smartphones and cloud data for screening and monitoring individuals with cardiovascular diseases. We have built a platform of non-invasive cardiovascular monitoring devices, clinical software, and point-of-care decision support software to improve the delivery of cardiovascular care. In 2015, we launched the Eko Core Digital Stethoscope, the first FDA-cleared digital stethoscope on the market to wirelessly stream heart and lung sounds to HIPAA-compliant software. It is now used by clinicians at over 1000 hospitals & health systems around the globe and was recognized as a "Best Invention of the Year" by TIME Magazine. Eko's latest FDA-cleared device, DUO, is the first combined digital stethoscope and ECG cardiac monitor with cardiac AI for in-clinic and at-home monitoring, offering 28 million heart disease patients the ability to seamlessly send cardiac data to their physicians. Eko was established in 2013 and has offices in Berkeley and San Francisco. Benefits: Paid time off, parental leave, health & dental insurance, 401k, flexible schedules, and weekly catered meals. Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.

Keywords: Eko Devices, Oakland , Customer Experience Associate - Level 2 - US based only preferably in the East Coast, Other , Oakland, California