Customer Success Support Specialist

EnsoData • Madison, WI

13d • $25 - $26 • Hybrid

About The Position

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.

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
• Demonstrated ability to manage multiple priorities in a structured, organized manner
• Professional, calm, and solutions-oriented demeanor
• Strong follow-through and attention to detail
• Demonstrated ability to learn new software systems and tools
• Ability to work collaboratively in a remote and cross-functional environment

Nice To Haves

• Experience interacting with healthcare professionals strongly preferred
• 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)

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

• bonus program
• stock options
• paid time off
• Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.
• Company Bonus Program
• 401k

What This Job Offers

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