Customer Success Support Specialist

HI! I'm Montana, 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.

Primary Responsibilities include but are not limited to:

• 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

More specifically:

• 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

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!

Requirements

Education and Experience

• High school diploma or GED required
• 2+ years of experience in customer service, client support, healthcare support, or related role

Minimum Qualifications

• 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
• Demonstrated ability to learn new software systems and tools
• Ability to work collaboratively in a remote and cross-functional environment

Preferred Qualifications

• 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 healthca