Who are we?
RadiusXR is a portable Vision Diagnostic and Patient Engagement system that combines medical-grade diagnostics, practice management, and patient education tools in a single wearable AR/VR device. The total hardware and Software system helps medical professionals diagnose patients accurately, grow their eyecare practices, enhance patient engagement, and reduce staff workload by enabling patients to perform self-guided vision exams with minimal supervision. RadiusXR is a new and innovative technology that has received CES 2023 Innovation awards in digital health and AR/VR categories.
RadiusXR is a spinoff from IrisVision that was featured by the New York Times and Wall Street Journal, Forbes, and has received numerous awards including the CES 2019 Innovation Award and the 2022 Tri-Valley #GameChanger Award.
Why Join RadiusXR:
- Do Good: Help clinicians shift to innovative technology to improve the vision care for their patients. You’ll be making a real difference in thousands of lives every day.
- Do Well: Join a growth-stage start-up, backed by the most renowned investors in healthcare.
- Leave a Mark: Work with the best research and healthcare institutions to revolutionize vision care through our innovative Radius platform.
- Grow further: Wear many hats (we all do here), building very valuable experience in a growing industry.
- Have Fun: Become a part of a small, close-knit team working towards a common goal. A brand-new office helps, too!
What are we looking for?
We are looking for a detail-oriented and proactive individual to join our team as a Customer Support & Onboarding Specialist (Tier II/III Support). The successful candidate will have excellent communication skills & be responsible for providing white glove customer service.
Professional Experience:
You will support the Sales team in onboarding new customers to the RadiusXR platform, leading virtual onboardings and providing technical assistance. Responsibilities include handling customer inquiries, resolving issues, maintaining documentation, and collaborating with development teams. You will also assist with UAT, release management, and input feedback into Salesforce. Additionally, you will generate reports in Salesforce and Power BI while ensuring exceptional customer service.
Additional requirements include:
- 4+ years of experience in technical support on a tier 2 or tier 3 level.
- Work closely with Sales and assist in the implementation and onboarding of new customers onto the RadiusXR platform.
- Provide support to the sales team with product demos and trials.
- Excellent communication skills, both written and verbal, to answer customer support calls and reply to emails.
- Diagnose and resolve technical issues reported by clinical staff/customers promptly and efficiently.
- Quick learner to gain in-depth knowledge and provide advanced technical support for the RadiusXR platform, including both hardware and software components.
- Input customer interactions in Salesforce.
- Manage and maintain the Salesforce system.
- Assist with UAT and release management of new product features.
- Collaborate with the development and engineering teams to escalate and
- resolve critical issues.
- Conduct in-depth troubleshooting and root cause analysis to identify and
- resolve recurring issues.
- Generate ops and sales reports in Salesforce and Power BI.
- Create and maintain comprehensive documentation related to technical.
- support standard operating procedures.
- Experience in the healthcare and/or eyecare industry is a plus but not required.
- Proficiency in handling multiple software programs such as Salesforce, Ring Central, Notion, G Suite, Zendesk, etc.
- Experience working with high-stakes clients.
- Ability to convey technical concepts to non-technical users.
- Ability to work collaboratively with cross-functional teams.
- Patient in nature. Be able to solve problems in a creative and calm manner with a positive attitude.
- The position will be remote on the West Coast.
- Available to start immediately.
