Clinical Support & Zendesk Specialist

Direct message the job poster from Prolaio

People & Talent Acquisition Leader | Employer Branding Strategist | Culture Advocate | Driving Talent & Growth in Healthcare & Fast-Paced Startups

Who Are We?

Prolaio believes that continuous learning and collaboration can make a significant difference in how heart care is administered. We are creating smarter ways to address heart disease and heart risks by integrating a connected platform enabled by smart data science to help patients access the care and attention that will inform better treatments and outcomes.

We envision a future where care teams and hospitals can be more effective, the healthcare system can be more efficient, and patients have a better care experience and more fulfilling lives.

This is precision cardiology, and we know it's within reach.

What Will You Do?

The Overview

We're looking to add a Clinical Helpdesk & Zendesk Support Specialist to our team at Prolaio. This role will support our front-line customer service for Prolaio's clinical projects, providing technical assistance with device and platform use to customers, clinicians, and monitored patients. The position involves responding to phone calls, emails, and support tickets in a timely, positive manner.

In addition to troubleshooting, the role plays a key part in advancing the goals of Prolaio's clinical customers by proactively reviewing patient / subject study compliance and data collection. You'll also reach out to patients and clinicians, as needed, to improve participation and ensure smooth project execution.

This role reports directly to the Director of Operations and Strategy. It will be a hybrid position based in the Chicagoland area.

The Specifics

• Customer Support : Answer support calls coming into Prolaio's support call number(s) from patients and clinical users. All calls should be handled professionally and in accordance with the company's call handling procedures.
• Compliance Monitoring : Review compliance alerts generated by Prolaio's monitoring platform, assessment of data quality issues, and contacting clinical staff or monitored subjects as appropriate to remediate possible causes of noncompliance to maximize the amount of data being successfully collected.
• Technical Support : diagnose and fix problems with hardware and software, and helping customers troubleshoot issues over the phone or through messaging
• Supporting Tickets : manage support requests received via email and request tickets in Prolaio's help ticket system. In all cases, the person in this position will timely complete ticket resolution forms in the ticket system.
• Placing Orders : place customer orders in the Prolaio Inventory Database. These requests may come in through via support tickets, support calls, internal communications, or other avenues. To fulfill this duty, this role will communicate with the inventory team regularly.
• Special Projects

the company may reasonably ask this person to contribute to any other business activity of the company for which the person has sufficient capability and which does not impose an unreasonable burden or unreasonable safety risk.

Why Prolaio?

Who You Are

Experience and Education

Qualification, Skills, and Practice

Company Benefits

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Technology, Information and Internet and Hospitals and Health Care

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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