Customer Success Specialist (Helpdesk) - EST Hours

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?

We’re looking to add a Customer Success Specialist (Helpdesk) 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 or remote if in East Coast working East Coast Hours. 

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.
• QMS Compliance: comply with the expectations of the Quality Management System (QMS), including Biosketch forms, job descriptions, training, etc.

Why Prolaio?

• Impactful Work: You will join in the fight to eradicate the world’s #1 killer by extending and saving the lives of our patients while also being at the forefront of changing the healthcare industry through technology. 
• Innovative Environment: You will be part of an organization doing something that’s never been done before.
• Professional Growth: You will join a growing team and have a substantial impact on our daily and future operations with the opportunity to continuously learn and grow.
• Collaborative Team: You will be part of a team of collaborative, curious, and committed individuals focused on the collective good, inclusiveness, scientific excellence, and advancing digital health for cardiology.

Who You Are

Experience and Education

• 1-2 years of experience in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting.
• Bachelor’s degree in a relevant field (e.g., Healthcare Administration, Business, Information Technology, or related discipline) or equivalent work experience.

Qualification, Skills, and Practice

• Strong problem-solving skills with the ability to diagnose and troubleshoot technical issues effectively, both independently and in a team environment.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers, clinicians, and patients.
• Familiarity with compliance monitoring and ensuring adherence to regulatory and study requirements in clinical or healthcare environments.
• Experience with helpdesk ticketing systems and support platforms, as well as managing and resolving support requests in a timely manner.
• Knowledge of Google Suite, CRM, and project management tools. Innovative and creative mindset, willing to accept and advocate for new innovations, and a can-do attitude

Company Benefits

• Competitive Compensation: Competitive salary plus performance bonus and equity.
• Health Benefits: Generous benefit package which starts on the first day of employment. Our benefits are through a PEO called TriNet and include medical, dental, and vision.  Prolaio pays for 80-100% of the premiums. The contribution depends on the plan and level of coverage selected.
• Life Insurance: Company-provided life insurance ($10,000) with the opportunity to buy up additional coverage.
• Retirement Plan: 401(k) plan available upon hire through Empower. We do not currently offer a company match.
• Paid Time Off: Prolaio time off policy is based on length of service. As a new employee you will be eligible for 15 days of PTO which you will start to accrue immediately. We also offer a minimum of 5 sick days (adjusted based on location) and 13 paid company holidays each year (11 scheduled and 2 floating).