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Empatica B2B Client Support Specialist in Boston, Massachusetts

Empatica is a full-stack, digital healthcare company, forever changing the way health is monitored and new treatments are developed through our AI platform (https://www.empatica.com/en-gb/platform/) , digital biomarkers (https://www.empatica.com/en-gb/biomarkers/) , and state-of-the-art medical wearables (https://www.empatica.com/en-gb/embraceplus/) . Our customers range from some of the world’s largest institutions (such as NASA, Harvard University, and top-tier pharmaceutical companies, to name a few), to individual users who message us every day and tell us how our products changed their lives (https://www.ted.com/talks/rosalind_picard_an_ai_smartwatch_that_detects_seizures?language=en) .

If you are looking to join a fast-paced growth environment and do meaningful work that can make a true impact in the world, then keep reading.

About the role

At Empatica we embrace innovation, and make products that are changing the face of healthcare. You will be the ultimate person responsible for providing assistance to Empatica’s B2B customers! You will be required to work closely with various teams in Empatica, ensuring the communication with customers is handled with the highest quality, and customer feedback is incorporated into our products and Empatica’s culture is embraced in every interaction.

As Empatica's B2B Client Support Specialist (B2B Account Specialist), you will:

  • Support our large Enterprise B2B customers and build strong client relationships to ensure repeat business.

  • Guarantee high-quality service, provide help to customers, investigate and solve problems.

  • Share feedback with the Team and the Company, and identify trends and insights into user needs required to improve our products.

  • Cooperate with the technical Teams to produce easy-to-understand guides and articles (you can read our support center (https://support.empatica.com/) to see the kind of content we produce).

  • Develop service procedures and standards.

Requirements

You are the ideal person for this job if you:

  • Have at least 3 years of experience in a professional context, preferably in customer support

  • Have previous experience with using help desk software, Zendesk knowledge is a plus

  • Are respectful, patient and positive even if dealing with difficult people, yet assertive when needed

  • Are an excellent writer and communicator

  • Are tech-savvy and have the ability to quickly understand new products, and master new tools and platforms

  • Are familiar with processes for collecting user feedback and in translating them into actionable insights

  • Are comfortable working with targets and metrics

  • Are able to work both independently and as part of a team

  • Ability to work a 12pm-9pm EST shift (Or any other equivalent time zones such as 10am-7pm CST or 9am-6pm PST)

Life at Empatica

You will join a fast-growing, international, and diverse team of 80+ talented people who care passionately about what we do and the difference we are making in the world. You’ll get the opportunity to work directly with colleagues across all levels of the organization, no matter their seniority, and learn from the people that built the business and our products.

If you jump on board, we can guarantee it won't be an easy ride, but it will be one of the most rewarding experiences in your career, one that will allow you to learn a lot, have true ownership of your work, and test your whole skillset on multiple projects which are helping thousands of people worldwide.

Read our blog post and find out some reasons why we love working at Empatica (https://www.empatica.com/blog/6-things-we-love-about-working-for-empatica.html) .

Inclusion & Diversity

At Empatica we embrace diversity and inclusion. We have colleagues from 21 different countries, while 50% of our team is women (double the tech average!) We believe this makes Empatica a more exciting and stimulating place to work, and brings different points of view to the table while fostering a spirit of communication, collaboration, and care, where everyone’s opinion and thoughts matter.

Benefits

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