Cortechs.ai is actively recruiting for a Support Analyst for the US. Currently, this role can be based anywhere within the US, specifically in Eastern or Central timezones.
As an important member of the Customer Success team, the Support Analyst will be a bridge between our customers and Cortechs by triaging customer contacts, support tickets, technical tickets, and suggesting or participating in process improvement initiatives to improve customer satisfaction. The incumbent must be able to work independently and focus on transparency between customers, team members, Engineering, Sales, and Leadership.
Duties, Responsibilities, Authorities:
- Acquire knowledge of Cortechs products and provide onboarding support and documentation to customers.
- Complete and stay current on training, including handling of customer data and ePHI.
- Provide general support via ticket triage, and effectively categorize, investigate, and escalate issues.
- Manage and resolve tickets with technical expertise. Effectively escalate and support the resolution of tickets internally.
- For tickets requiring escalation to Engineering, ensure all necessary information and data is documented and available for developers to quickly assess and address issues.
- Provide recommendations and support for process improvement opportunities within the Customer Success team.
- Assist the Product Management team with beta testing and user coordination (occasional).
Required Experience:
- Skilled in the use of remote communication and collaboration tools.
- Familiarity with medical imaging data formats and structures (DICOM).
- Excellent written and verbal communication skills.
- Comfortable receiving and communicating priorities to align day-to-day efforts with business objectives.
- Experience communicating with Radiologists, Neurologists, and other clinicians.
- Familiarity with standard DevOps tooling: gitHub, Docker, CI/CD frameworks.
- Exposure to or use of AWS and other cloud computing services.
- Legally authorized to work in the US without sponsorship.
Preferred Experience:
- BA/BS degree
- 3+ years in SaMD technical support role.
- Familiarity with Python software development environment, unit testing, debugging and code documentation to industry standards.
- Experience in a start-up or high-growth environment.
