WHO WE ARE

ASCEND Cardiovascular is the leader in cardiovascular structured reporting and workflow solutions, solving today’s – and anticipating tomorrow’s – cardiovascular data accessibility and usability challenges. ASCEND’s goal is to assist healthcare organizations and vendors to unlock the latent potential in archived cardiovascular data.

With over two decades of experience in Cardiovascular IT and a practicing cardiologist at our helm, ASCEND provides an unparalleled level of clinical "know how" in cardiology and IT. Our clinical reporting, device interfaces, and analytics are currently in daily use in many of the top institutions and hospital systems in North America and across the world.

ASCEND is a small company and growing fast! We are committed to an environment where employees feel engaged and appreciated. We were a fully remote company before remote companies were in style, so believe us when we say – we know how to feel connected remotely! Our size and culture allow us to be agile and react to our clients’ needs with speed and accuracy. At ASCEND, we value our employees’ unique input in our highly collaborative, innovative environment. 

THE OPPORTUNITY

We’re looking for a detail-oriented person with high technical skills to join our technical services department. You’ll help our customers with their technical issues relating to our products, document your work and issue resolutions in Salesforce, and communicate with the rest of the technical services team about the cases you’re working on during regular virtual standup meetings. You will also work with our development teams on escalated cases, as well as feature requests and bug reports. During new customer implementation projects, you will work with our vendor partners, project managers, and clinical application specialists to install, configure, and test our products, as well as support our new customers during go lives.

WHAT YOU’LL DO

• Take and log incoming phone calls from customers
• Evaluate and prioritize customer cases
• Troubleshoot, diagnose, and resolve customer issues
• Continuously monitor customer complaints so that they are resolved in accordance with service level agreements and regulatory timelines
• Maintain accurate records of work and customer communication
• Install, configure, and deploy ASCEND products at customer sites
• Work with ASCEND, partner, and customer staff to integrate and test ASCEND products
• Work with R&D to identify/diagnose bugs
• Rotate on-call duties with the rest of the technical services team

WHO YOU ARE

You have a passion for problem solving and resolving customer issues. With 3-5 years of experience doing customer support in a technical field, you are comfortable taking customer calls, logging cases, and working to resolve issues. You are very familiar with relational databases like SQL and can write queries with ease, as well as read error logs without much difficulty. You are also well-spoken and well-written and enjoy communicating with others. You thrive in collaborative spaces and enjoy being on a close-knit team. You take criticism well and are looking to grow your technical skills. Flexible and willing to help where needed, you are comfortable taking on additional duties as they are assigned.

QUALIFICATIONS PLUS!

• Experience working in a health software company
• Familiarity with C# and HTML
• Familiarity with the HL7 standard
• 3-5 years’ experience with ticketing software such as Salesforce, Zendesk, or JIRA
• Reside in the Eastern time zone and/or near Chicago

LOCATION Work primarily from home (equipment and software supplied by the company) with daily teleconferences and web-based meetings. Travel required up to 25 percent of the time.

BENEFITS

We offer competitive salaries and a robust benefit package which includes:

• Company paid short- and long-term disability, ADD, and employee life insurance
• Generous company contribution to a variety of health, dental, and vision plans
• Access to a variety of voluntary benefits including supplemental insurance, legal and identity theft policies, pet insurance, employee discounts and more!
• Access to a comprehensive Learning Management System
• Generous Paid Time Off package

SALARY RANGE

This full-time salaried position pays approximately $70,000 annually depending on experience. On-call shifts are paid in addition to salary.

ASCEND is fully committed to equal opportunities. We aim to create a working environment free from discrimination. This means all job applicants and employees will receive equal treatment regardless of age, disability, gender, sexual orientation, marriage, civil partnership, pregnancy, ethnicity, race, veteran status, religion, or belief.

Job Type: Full-time