Customer Success Support Specialist

EnsoData • Madison, WI

9d • $25 - $26 • Hybrid

About The Position

HI! I'm Becky, the Technical Services Manager at EnsoData! We are looking for a Customer Success Support Specialist who serves as a primary point of contact for customers requiring support with our products and services. This role is focused on professional communication, coordination, and proactive problem-solving.
This hybrid position in Madison, WI offers an hourly wage of $25.00 - $26.00 per hour based on experience along with bonus program, stock options and generous benefits, including paid time off.
Our new team member will be polished, organized, responsive, and comfortable communicating with medical professionals including physicians, technologists, and clinical administrators. They are team-oriented, customer-focused, and capable of navigating sensitive or time-sensitive situations with professionalism and empathy.
About EnsoData
EnsoData strives to make healthcare more accurate, efficient, and affordable through waveform artificial intelligence (AI) technology. Using AI and machine learning, our software analyzes billions of data points collected from sensors placed throughout the human body. Our first solution, EnsoSleep, reduces the time clinicians spend analyzing, scoring and managing sleep studies. This results in a simplified and accelerated patient testing, diagnosis, and treatment workflow. Our AI-powered technology has the capability of informing health decisions beyond sleep medicine, from monitoring patient health in the ICU or through wearables, to detecting and capturing seizure data, to providing earlier detection of heart disease, diabetes, stroke, and Alzheimer’s.
Here is a little about what we are doing in the world of sleep medicine...
EnsoSleep - FDA-Cleared PSG and HSAT Scoring and Study Management
EnsoHST- FDA-Cleared, AI-Powered Sleep Diagnosis Using Pulse Oximeters
Here is a link to learn a little about our Celeste app!
EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. If you think you’re a great fit, but don't necessarily check every box on the job description, please still get in touch.
Note: this role is based in the continental United States and currently EnsoData is unable to support sponsorships so candidates must be legally eligible to work and reside in the United States now and in the future.

Requirements

• High school diploma or GED required
• 2+ years of experience in customer service, client support, healthcare support, or related role
• Exceptional written and verbal communication skills
• Experience interacting with healthcare professionals strongly preferred
• Demonstrated ability to manage multiple priorities in a structured, organized manner
• Professional, calm, and solutions-oriented demeanor
• Strong follow-through and attention to detail
• Comfortable learning new software systems and tools
• Ability to work collaboratively in a remote and cross-functional environment

Nice To Haves

• Associates or Bachelor's degree in healthcare administration, communications, business, or related field preferred; equivalent work experience considered
• Familiarity with medical environments (hospital, imaging center, ambulatory clinic, etc.)
• Experience with ticketing systems (Zendesk, Freshdesk, HubSpot, etc.)
• Experience in medical device support, or healthcare operations
• Experience working within a Quality Management System (QMS) or regulated environment
• Light technical aptitude (comfort troubleshooting devices, basic system configuration)
• We prioritize candidates in close geographic residence to Madison, WI.

Responsibilities

• Serve as a primary support contact for customers via phone, email, and ticketing systems (Zendesk)
• Communicate clearly and professionally with physicians, technologists, and clinical staff
• Triage incoming support requests and coordinate with internal technical teams when needed
• Provide step-by-step guidance to users in a calm, clear, and patient manner
• Track and document issues thoroughly to ensure visibility and timely resolution
• Follow up proactively with customers to confirm resolution and satisfaction
• Escalate complex or urgent matters appropriately and ensure accountability through resolution
• Identify recurring themes and communicate trends to internal teams (Product, Engineering, Clinical, Sales)
• Contribute to process improvements and documentation to enhance the overall customer experience
• Completing simple product configurations; escalate complicated issues to Technical Services Engineers
• Answering questions about navigating in the product UI
• Following pre-determined troubleshooting steps in the mobile application
• Accessing many tools to find answers (EnsoData Hub, Confluence, Impilo, Jira)
• Answer questions about status of studies and explain what they mean

Benefits

• Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules! That being said, we have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work at anytime. In case you didn't know, Madison has consistently been ranked as one of the top places to live in the US (businessinsider.com, money.com, livability.com)!
• Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.
• Paid time off options - we want our employees to rest, recharge, and feel better.
• Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well.
• Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.
• 401k to help people invest in the future.
• Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time. (Hint: check out our blog for info from former team gatherings!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED