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Clinical Support Specialist

Company: Butterfly Network
Location: Boston
Posted on: June 12, 2021

Job Description:

Company Description

Butterfly Network's mission is to democratize healthcare by enabling universal access to superior medical imaging. We reinvented ultrasound technology by creating the world's first handheld, single-probe whole-body ultrasound system: the Butterfly iQ. This innovative technology reduces the cost of the traditional ultrasound system by miniaturizing it onto a single semiconductor silicon chip.

Butterfly harnesses the advantages of AI and cloud computing to deliver advanced imaging that is easy-to-use and built for the digital era.The Butterfly iQ and next-generation Butterfly iQ+ have received CE Mark and FDA clearance, and are being sold in hospitals and clinics around the globe.

Joining Butterfly Network is the opportunity to redesign the future of healthcare through the power of technology. Embark on a journey with us to maximize global impact, motivated by the idea that our products will change the lives of millions along with the people you love.

Job Description

The Butterfly Customer Support team has the critical responsibility of ensuring all inquiries from current and future customers are resolved with excellence through rapid, respectful, and empathetic customer support. As a Clinical Support Specialist, you'll be focused on assisting our customers with their clinical support needs (e.g., image quality troubleshooting). In addition, you'll lead process improvement efforts designed to ensure that the Customer Support team is equipped to scale.

As part of our team, your core responsibilities will be:

  • Meet daily ticket resolution productivity targets and do so within defined service level agreements (SLAs).
  • Become an expert in Butterfly's products. Utilize this expertise to develop training materials, create and document workflows, and ensure that we're reliably able to solve related customer issues as we grow.
  • Serve as the Support team's point of contact to the Clinical team. Define and operationalize issue escalation pathways and develop monitoring tools to ensure that we're working effectively cross-functionally to solve customer issues.
  • Partner with the Customer Support Director to develop and operationalize the Tier 1 Clinical Customer Support strategy ensuring that the Support team is reliably able to assist customers with clinical questions and issues.
  • Maintain a pulse on the 'voice of the customer' and use this understanding to proactively recommend product and process improvements.


Baseline skills/experiences/attributes:

  • 2 year degree from an accredited ultrasound teaching institution
  • RDMS in Abdomen/OB GYN
  • 3-5 years of previous Customer Support, Service, Account Management, or training experience required
  • Demonstrated experience partnering with other teams to build tools and processes from scratch
  • You have been entrusted in prior roles with the responsibility of supporting the highest priority customers
  • You demonstrate strong interpersonal skills, attention to detail, and have the ability to thrive in a fast-paced and dynamic work environment.
  • You are comfortable solving a variety of customer issues ranging from hardware support to software support.

Ideally, you also have these skills/experiences/attributes (but it's ok if you don't!):

  • Experience in technical software support or medical device support strongly encouraged
  • RDCS or RDCS eligible, RVT or RVT eligible desired
  • Deep understanding of clinical education training and associated process implementation.
  • Experience supporting process / workflow building, operational improvement, or project management

You Deeply Identify with Core Butterfly Network Values:

  • Efficient & Speedy - you get work done in a fraction of the time as industry peers
  • Intellectually Curious - you are thoughtful & inquisitive; people enjoy working with you because they learn from you
  • Mission-Driven & Committed - you are passionate about the company's purpose and are immensely productive
  • Team Oriented - you celebrate and take joy in the success of others on the team

Additional Information

We offer great perks:

  • Fully covered medical insurance plan, and dental & vision coverage - as a health-tech company, we place great worth on our teams' well-being
  • Pre-tax commuter benefits - we make your commute more reasonable
  • Free onsite meals + kitchen stocked with snacks
  • 401k plan - we facilitate your retirement goals
  • Flexible Paid Time Off - recharge and come back ready to make an impact
  • Competitive salaried compensation - we value our employees and show it
  • Equity - we want every employee to be a stakeholder
  • The opportunity to build a revolutionary healthcare product and save millions of lives!

Butterfly network does not accept agency resumes.

Butterfly Network Inc. is an E-Verify Company and is an equal opportunity employer regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.

Keywords: Butterfly Network, Boston , Clinical Support Specialist, Other , Boston, Massachusetts

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