Volpara Health

Compensation

Full Description

From screening to research and development, Lunit is transforming how the world advances cancer detection — boldly, intelligently, and with humanity at the core. We build trusted partnerships with clinicians, health systems, and companies worldwide to deliver validated AI solutions that enhance clinical confidence, accelerate discovery, prioritize precision care — and bring the future of cancer diagnostics within reach. To find out how you could contribute to our mission to conquer cancer as a Customer Support Specialist please read on. Purpose: This role provides advanced technical support, primarily focused on in-depth troubleshooting and resolving complex customer issues. The Customer Support Specialist ensures exceptional technical expertise and superior customer service for our expanding customer base. Success in this role is measured by timely resolution of customer issues within agreed service levels (SLAs) and by maintaining customer satisfaction. What You'll be Doing: • Own and manage all assigned customer cases, providing thorough documentation and reasoning for actions taken, while ensuring tickets are updated regularly. • Diagnose and resolve technical problems, incidents, or complaints by working closely with customers to gather necessary details. • Escalate complex issues to appropriate teams as needed, while managing customer expectations and communication throughout the case. • Provide training and guidance to staff and stakeholders on technical matters when required. • Actively contribute to and maintain the knowledge base for self-help, ensuring that new insights and lessons learned are documented. • Act as a customer advocate within the company, ensuring customer problems are resolved within their SLA and their experience is consistently positive. • Assist in the implementation of new tools and technologies that enhance troubleshooting and improve overall team efficiency. • Collaborate with Customers, the Customer Success Team, Product, and Software Engineering teams to resolve technical issues impacting customers. • Participate in occasional, pre-scheduled on-call shifts, as required, to ensure 24/7 support coverage. What You Will Bring to the Role: • Minimum of 3 years of experience in a technical support role, preferably within a Call Center environment or equivalent. • Strong experience with SQL and the ability to write queries. • IT knowledge, with the ability to explain technical terms such as SSL, HTTP, VPN, DNS, DHCP, subnets, Firewalls, switches, and TCP/IP confidently. • Exceptional phone and email communication skills, along with a customer-first mindset. • Experience with Windows Server, Linux servers, Windows desktops, and tablets. • Experience in supporting web applications and remote connectivity tools such as Imprivata, RDP, Citrix, and Cisco VPN. • Demonstrated experience building and maintaining knowledge base systems. • Familiarity with ticketing systems and automated workflows, with integration into third-party systems. • Availability for occasional, pre-scheduled after-hours shifts, including evenings and weekends, as needed. • Ability to work with teams in different time zones and diverse geographic locations including the United States, New Zealand, and South Korea. What You Will Receive The salary range for this role is $58,000 - $80,000 per annum, full time equivalent. Benefits include the option to participate in medical, dental, vision, life and disability insurances; a 401K plan with a company match; and generous paid time off. Other things to note: • This role will be hybrid if the successful applicant lives within commuting distance of our US office (Lynnwood, WA). For candidates outside this location, the role will be fully remote. • Candidates must currently have the right to work in the United States to apply. • Lunit International operates across multiple time zones, and this role may occasionally require working outside of standard business hours to support international customers or team collaboration. We offer flexible scheduling to help balance these needs with personal commitments/work life balance. • Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated. Lunit International is an Equal Employment Opportunity employer. We will endeavor to fill vacancies with the candidate who is the best fit for the role, without regard to gender, marital or family status, religious or ethical belief, race, ethnic or national origin, disability, age, political opinion, employment status, military status, sexual orientation or any other status protected by law.