ClinCapture is a digital health startup located in Las Vegas and San Francisco.
At ClinCapture, our mission is to build "Software That Saves Lives." Our technology lowers the cost of clinical research by accelerating clinical study workflows, while providing a platform that protects patient privacy. ClinCapture advances the evaluation and development of new medicines, medical devices, and diagnostics which demonstrate promise for a wide range of medical conditions. We are looking for a rockstar Customer Success Specialist with a technical background to join our team!
Compensation: based on experience, $50,000-$62,000 + bonus potential, plus benefits, paid time off, company health plan, 401k, etc.
Role and Responsibilities:
- Serve as the first point of contact to customers
- Respond to customer tickets, emails, and phone calls
- Escalate customer cases, as needed, to engineering/sales/project management while continuing to monitor and prioritize tickets based on customer needs
- Achieve metric goals such as first response time, average time to resolution, and customer satisfaction
- Communicate customer feedback to the Sales, Marketing, and Engineering teams
- Help identify common issues to build and enhance help center
- Detail oriented and ability to work in a fast-paced environment
- Can adapt and learn as the product changes
- Robust organizational and multi-tasking skills
- Critical thinking skills and solutions oriented approach
- Strong written and verbal communication skills
- Bachelor’s Degree and 1+ year technical support role (or 3+ years technical support)
- Technical background or experience in SaaS support role
- Nice to have: JIRA, Zendesk