Customer Support Associate

4 weeks ago

San Francisco, United States Eko Full time

At Eko, we're dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients' hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.

With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We've built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.

Eko Health is a venture-backed digital health company revolutionizing cardiovascular care through innovative technology. Our comprehensive platform includes non-invasive monitoring devices, clinical software, and decision support tools, such as the revolutionary Eko Core Digital Stethoscope, recognized as a TIME Magazine "Best Invention of the Year." Our latest FDA-cleared DUO device combines a digital stethoscope with an ECG cardiac monitor and AI, providing seamless in-clinic and at-home monitoring for 28 million heart disease patients. Eko Health's commitment to improving patient outcomes has made us a trusted partner for over 1000 hospitals and health systems worldwide.

We are seeking a highly motivated and detail-oriented Customer Support Associate to join our team. In this role, you will be the frontline ambassador for our Hardware and SaaS products, assisting customers with their inquiries, troubleshooting issues, and ensuring a seamless experience with our solutions. Your ability to maintain high customer satisfaction and manage low ticket response times will be crucial. Being a team player and adaptable to changing business needs, especially during peak seasons, is essential.

As a Customer Support Associate (PST) at Eko, You Will:

    • Provide a top-notch experience by managing a high volume of calls, emails, and chats with efficiency and expertise.
    • Resolve support tickets promptly and accurately, meeting all SLAs and customer satisfaction (CSAT) expectations.
    • Troubleshoot and resolve technical issues related to our SaaS and Hardware products.
    • Guide customers through the onboarding process and support them throughout their journey with Eko.
    • Develop and maintain a comprehensive understanding of our products and warranties to effectively address customer needs.
    • Collaborate with Fulfillment, Product, Engineering, and QA departments to resolve complex orders and report on product features.
    • Report trends and issues to enhance the customer experience and contribute to continuous improvement.
As a Customer Support Associate (PST) at Eko, You Have:
    • Minimum of 1-2 years of experience in customer support or a similar role, preferably within the SaaS or Healthcare industry.
    • Proven ability to manage conflict and provide effective resolutions.
    • Strong technical knowledge and familiarity with SaaS products and services.
    • Demonstrate ability to complete tasks on time and prioritize work effectively.
    • Excellent communication skills, both written and verbal, with the capability to explain technical concepts to non-technical users.
    • Proficiency in support tools and CRM software (e.g., Zendesk, Salesforce, JIRA).
    • Strong problem-solving skills with the ability to think strategically and work independently.
    • Ability to thrive in a fast-paced, ever-changing environment, with attention to detail and strong organizational skills.
    • Flexible and adaptable to meet business needs, including during peak seasons or high-demand periods.
    • Must be able to provide professional references to support your qualifications and experience.
Benefits and Perks We Offer:
    • Eko was recognized by "Great Place to Work" in 2020 and 2021
    • Paid-time off
    • Medical/Dental/Vision, Disability + Life Insurance
    • One Medical membership
    • Paid Parental Leave
    • 401k Matching
    • Company sponsored Commuter Benefit Programs
    • Employee Assistance Programs
    • Remote Work Allowance
    • Flexible schedules
    • Wellness perks (Wellhub (FKA GymPass), Carrott, Rightway, OneMedical, Fetch, SmartSpend, SoFi)
    • Learning and Development stipend


$20 - $23 an hour

Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.

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.

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