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Jr. Technical Support Specialist

  • Location: Madison, Wisconsin
  • Type: Direct Hire
  • Job #2178

Our growing healthtech partner in Madison, WI is looking for a Jr. Technical Support Specialist to help support one of their new products! This is an amazing opportunity to join a fast-paced, healthtech startup and flex your technical and customer support skills. Ideal candidates will be based in the Madison, WI area. Apply today!

What You'll Do:

  • Triage incoming technical requests and service desk requests
    • Provide client support, request and complaint handling, and technical issue resolution via email, phone, and other electronic media
  • Report on customer requests discovered during customer support
  • Review user documentation, training materials, and other applicable customer-facing collateral for correctness.
  • Initial focus on customers using test result capture tools, with an expansion to all solutions
  • Ticket management in Salesforce
  • Work with Engineering in the understanding of tickets related to customer needs
  • Work with development to collect estimates, update tickets, and get work through
  • Responsible for customer support calls and resolution during normal business hours
  • Respond to customer issues with professionalism and an eagerness to please

What You'll Bring:

  • Able to promptly answer support related email, phone calls, and other electronic communications
  • Self-motivated, detail-oriented, and organized
  • Experience with resolving software and hardware issues
  • Proficient in Internet-related applications such as email clients and Web browsers
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills
  • Attention to detail
  • Strong organizational skills
  • Analytical mind and problem-solving aptitude
  • Ability to be a self-starter and work independently 
  • A willingness to work in a startup environment with occasional shifting priorities, and in which standards and procedures are important and are still evolving
  • 0-2 years of technical customer support experience and be technically-savvy

Nice-to-haves:

  • Madison based candidates are preferred; ability to work as wanted in a fun startup office space located in the heart of Madison
  • Bachelor’s or higher Degree in Computer Science, Computer Engineering, or a related field
  • Experience working with Salesforce

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