Customer Experience Associate - Level 2 - US based only preferably in the East Coast
Company: Eko Devices
Location: Oakland
Posted on: February 25, 2021
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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
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