Customer Support & Onboarding Specialist – Tier II

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 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 onboarding sessions, 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 entering field feedback into Salesforce. Additionally, you will generate reports in Salesforce and Power BI while ensuring exceptional customer service.

Qualifications:

• Support our customers by taking calls, online messages and emails.
• Lead and deliver high-quality live training calls with new customers.
• Deliver exceptional customer service through effective communication and problem-solving skills.
• Maintain an internal sales mindset, always looking for ways to increase customer satisfaction and retention.
• Provide advanced technical support for the RadiusXR platform, including both hardware (Radius headset) and software components.
• Diagnose and resolve technical issues reported by clinical staff/customers in a timely and efficient manner.
• Learn and maintain the Salesforce system. Input customer feedback in Salesforce.
• Participate in and complete UAT during bug reports, minor, and major software releases.
• Collaborate with the development and engineering teams to escalate and resolve critical issues.
• Be the customer-facing specialist for EHR/PACs integrations.
• Lead discovery and integration calls with our customers independently.
• Support ongoing and new objective efforts to advance our white-glove standard of customer care.
• Deliver exceptional customer service through effective communication and problem-solving skills.
• Provide support to the sales and distribution teams.

Requirements:

• 5+ years of experience in technical support on a tier 2 level.
• Become a product expert on the RadiusXR platform, including both hardware and software components.
• Strong troubleshooting and problem-solving skills with the ability to analyze complex technical issues.
• Ability to take initiative and work independently without reminders.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Familiarity with ticketing systems and customer support tools.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in handling multiple software programs such as Salesforce, Ring Central, Notion, G Suite, Zendesk, Confluence, and Jira.
• Ability to convey technical concepts to non-technical users.
• Ability to work collaboratively with cross-functional teams.
• Experience in the healthcare and/or eyecare industry is a plus, but not required.
• Patient in nature. Be able to solve problems creatively and calmly, with a positive attitude.
• The position will be remote, with occasional travel.
• Working hours will be 9:00 am – 5:00 pm PST.
• Available to start immediately.