EnsoData

Customer Support

• 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

Customer Success Support Specialist