What Jobs are available for Support Specialist in Madison?

Our client is seeking a dedicated and customer-focused Technical Support Specialist to join their growing team. This role offers a hybrid work model, blending remote flexibility with essential in-office collaboration. You will be the primary point of contact for customers, providing timely and effective solutions to technical issues. Your ability to diagnose problems, communicate clearly, and ensure customer satisfaction will be paramount to your success. This position requires a strong understanding of our client's products and services, coupled with excellent troubleshooting and problem-solving skills.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues.
• Provide step-by-step guidance and support to customers to troubleshoot problems.
• Document all customer interactions, issues, and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or engineering teams when necessary.
• Identify and report trends in customer issues to help improve product stability and documentation.
• Assist in the creation and maintenance of knowledge base articles and FAQs.
• Proactively identify opportunities to enhance the customer support experience.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Provide feedback to product development teams based on customer interactions.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Work collaboratively with colleagues to share knowledge and best practices.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Minimum of 2 years of experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS), common software applications, and hardware.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable.
• Ability to work effectively both independently and as part of a team in a hybrid work environment.
• Patience, empathy, and a customer-centric attitude.
• Familiarity with networking concepts is a plus.
• Must be legally authorized to work in the US.

This is a fantastic opportunity to grow your technical support career within a dynamic company. The role is located in Madison, Wisconsin, US , and operates on a hybrid schedule. We are looking for individuals who are passionate about technology and committed to delivering outstanding customer service.

Our client, a rapidly growing technology firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This is an exceptional opportunity for an individual passionate about delivering outstanding customer experiences and contributing to a collaborative, client-focused environment. As a Senior Support Specialist, you will be the primary point of contact for our valued customers, providing expert assistance and resolving complex technical and service-related issues. You will leverage your in-depth product knowledge and problem-solving skills to ensure customer satisfaction and retention. Your responsibilities will include managing inbound support requests via phone, email, and chat; meticulously documenting customer interactions and solutions in our CRM system; troubleshooting software and hardware issues; escalating unresolved problems to appropriate departments with comprehensive details; and contributing to the development of our knowledge base and support documentation. You will also play a key role in training and mentoring junior support staff, identifying trends in customer feedback to suggest product improvements, and proactively reaching out to customers to ensure their ongoing success with our offerings. The ideal candidate possesses a strong understanding of customer service principles, exceptional communication and interpersonal skills, and a proven ability to work independently and manage time effectively in a remote setting. A bachelor's degree in a related field or equivalent practical experience is preferred. Join a company that values innovation, teamwork, and employee growth, all from the comfort of your home office in Madison, Wisconsin, US .

Our client is seeking a dedicated and customer-focused Remote Customer Support Specialist to join their dynamic team. This fully remote position is ideal for individuals who are passionate about providing exceptional service and resolving customer inquiries efficiently and effectively. You will be the first point of contact for customers, handling a variety of issues via phone, email, and chat. Key responsibilities include troubleshooting product or service problems, providing information about offerings, processing orders or returns, and escalating complex issues to appropriate departments. The ideal candidate will possess excellent communication skills, a patient and empathetic demeanor, and strong problem-solving abilities. Experience in customer service, a call center environment, or a technical support role is highly preferred. Proficiency with CRM software and common communication platforms is essential. You must be self-motivated, able to manage your time effectively, and comfortable working independently in a remote setting. A reliable internet connection and a dedicated home workspace are required. We are looking for individuals who are eager to learn, committed to customer satisfaction, and able to adapt to a fast-paced environment. This is an excellent opportunity to build a career in customer support with a supportive and growing company, working from the convenience of your home.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Madison, Wisconsin, US . This role is pivotal in ensuring client satisfaction through exceptional service and efficient problem resolution. The ideal candidate will possess a deep understanding of customer service best practices, excellent communication skills, and the ability to handle complex inquiries with empathy and professionalism. You will be responsible for managing a high volume of customer interactions across multiple channels, including phone, email, and live chat. This includes troubleshooting technical issues, guiding users through product functionalities, and escalating critical problems to the appropriate departments. As a senior member of the team, you will also be expected to mentor junior support staff, contribute to the development of support documentation and knowledge base articles, and identify areas for service improvement. Collaboration with product development and sales teams will be essential to provide feedback and enhance the overall customer experience. The ability to work effectively in a fast-paced environment, manage time efficiently, and maintain detailed records of customer interactions is crucial. This position offers a unique opportunity to make a significant impact on client retention and loyalty. The ideal candidate will have a proven track record of success in a similar customer-facing role, demonstrating strong problem-solving capabilities and a commitment to delivering outstanding support. Experience with CRM software and ticketing systems is highly desirable. We are looking for an individual who is passionate about helping others and can represent our client with integrity and expertise.

Responsibilities:

• Provide advanced technical support and troubleshooting for a diverse customer base.
• Manage and resolve customer inquiries and complaints in a timely and professional manner.
• Develop and maintain comprehensive knowledge base articles and support guides.
• Train and mentor junior customer support representatives.
• Analyze customer feedback and service trends to identify areas for improvement.
• Collaborate with cross-functional teams to address customer issues and enhance product offerings.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Document all customer interactions accurately in the CRM system.
• Proactively identify opportunities to improve the customer experience.

Qualifications:

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in customer service, technical support, or a related role.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to multitask and manage priorities effectively in a dynamic environment.
• A customer-centric mindset and a passion for service excellence.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in maintaining excellent customer relationships and ensuring a seamless support experience. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing clear, concise solutions. The ideal candidate will possess a strong understanding of customer service best practices and a passion for helping others.

Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues, escalating to higher support tiers when necessary.
• Provide comprehensive product information and guidance to customers.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to product and development teams.
• Train and mentor junior support staff.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.
• Proactively identify opportunities to improve the customer experience.
• Collaborate with cross-functional teams to ensure customer satisfaction.
• Maintain a high level of product knowledge and stay updated on new features and updates.

Qualifications:

• Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with troubleshooting common software and hardware issues.
• Adept at de-escalating customer conflicts and finding satisfactory resolutions.
• Bachelor's degree in a related field or equivalent work experience.
• Experience in the (Specific Industry related to client, e.g., SaaS, Retail Tech) sector is a plus.
• A genuine desire to provide exceptional customer service.

This role is based in Madison, Wisconsin, US and offers a hybrid work model, allowing for a blend of in-office and remote work. Join us in shaping the future of customer support.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this role, you will be the primary point of contact for our client's customers, providing exceptional support across multiple communication channels, including phone, email, and chat. You will handle complex customer inquiries, troubleshoot technical issues, and guide users through product features and functionalities. Your ability to empathize, problem-solve, and de-escalate situations effectively will be crucial to your success.

Key Responsibilities:

• Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and live chat.
• Diagnose and troubleshoot technical problems, providing clear and concise solutions.
• Escalate complex issues to appropriate internal teams and ensure timely resolution.
• Educate customers on product features, best practices, and available resources.
• Document all customer interactions and resolutions accurately in our CRM system.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Mentor and train junior support staff.
• Assist in the development and implementation of customer service policies and procedures.
• Proactively identify opportunities to improve the customer experience.

Qualifications:

• Proven experience in a customer support or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication skills, both written and verbal, with a knack for explaining technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• A patient, empathetic, and customer-centric approach.
• Experience in a remote-first company culture is a plus.
• Bachelor's degree in a related field or equivalent work experience.

This is a fully remote position, offering the flexibility to work from anywhere within the US. Our client is committed to fostering a collaborative and supportive remote work environment. This role is based in Madison, Wisconsin, US , but offers the convenience of remote work for the right candidate. Join a team that values innovation, customer satisfaction, and professional growth.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Madison, Wisconsin, US . This role is crucial for ensuring exceptional client satisfaction and maintaining high standards of service delivery. The ideal candidate will possess a deep understanding of customer service principles, excellent problem-solving skills, and the ability to manage complex inquiries efficiently. As a Senior Specialist, you will be responsible for handling escalated customer issues, providing guidance and mentorship to junior support staff, and contributing to the continuous improvement of our support processes. You will act as a primary point of contact for VIP clients, addressing their needs with professionalism and empathy.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and accurate manner.
• Investigate and resolve complex customer issues, documenting all interactions and solutions.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Provide training and mentorship to new and existing customer support team members.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to address product issues and enhance the customer experience.
• Maintain a high level of customer satisfaction by delivering outstanding service.
• Participate in team meetings and contribute to strategic discussions regarding customer service operations.
• Ensure adherence to company policies and procedures in all customer interactions.

Qualifications:

• Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Experience in team leadership or mentoring is a plus.

Our client is looking for a dedicated and customer-focused Remote Customer Support Specialist to join their entirely remote team, based in Madison, Wisconsin, US . This position is 100% remote, allowing you to work from the comfort of your own home.

In this role, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries efficiently and effectively. You will handle a variety of customer interactions via phone, email, and chat, ensuring a positive experience with our client's products and services.

Key Responsibilities:

• Respond to customer inquiries via multiple communication channels (phone, email, chat) in a timely and professional manner.
• Diagnose and resolve customer issues, ranging from basic troubleshooting to complex problem-solving.
• Provide information about products, services, and policies.
• Document customer interactions and resolutions accurately in the CRM system.
• Escalate unresolved issues to appropriate departments or senior team members.
• Gather customer feedback and share insights with the product and service teams.
• Maintain a high level of customer satisfaction through empathetic and efficient service.
• Proactively identify opportunities to improve the customer support process.
• Stay up-to-date on product knowledge and company updates.
• Adhere to all company policies and procedures, including data privacy and security protocols.
• Contribute to building a positive and collaborative remote team environment.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or support role, preferably in a remote setting.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a remote work environment.
• Patience, empathy, and a genuine desire to help customers.
• Comfortable using various communication tools (e.g., Slack, Zoom, Microsoft Teams).
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Ability to work independently and as part of a distributed team.
• Demonstrated ability to learn new products and processes quickly.

This fully remote position offers a competitive salary, benefits, and the flexibility to work from anywhere. If you are passionate about providing outstanding customer service and thrive in a remote setting, we encourage you to apply.

**We believe in the power and joy of learning**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values inclusion, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see are seeking a dedicated and meticulous Sales Support Specialist (SSS) to join our dynamic team. This unique position supports our sales representatives in both operational and digital capacities. Key responsibilities include aiding with administrative tasks, providing exceptional customer care, troubleshooting technical issues, and optimizing digital platforms.
The ideal candidate will thrive in a collaborative environment, possess strong communication skills, and have a passion for customer care and results. This role offers an excellent opportunity for individuals interested in gaining customer-facing experience and considering a future career in sales. If you have remarkable organizational abilities and can manage various projects while providing outstanding service to customers and team members, consider joining our passionate team. This could be the perfect opportunity for you!
**What you'll do:**
+ Support Sales Operations: Help the team with internal requests and daily operations to secure the achievement of the sales effort.
+ Effective Communication: Coordinate and communicate effectively with sales personnel and customers via phone and web conferencing.
+ Maintain Business Relationships: Provide updates on content, support interactions, manage orders, and assist faculty with digital solutions needs.
+ Proficient Use of Technology: Use technology communication tools proficiently to support operations.
+ Build Lasting Relationships: Employ clear, concise, and professional communication to establish and uphold connections with crucial individuals throughout designated accounts.
+ Focus on Digital Journey: Ensure correct digital product setup and fulfillment, focusing on enhancing the digital customer journey.
+ Technical Troubleshooting: Diagnose and troubleshoot reported customer technical issues effectively.
+ Data Analysis: Pull and analyze reports from internal systems to assist with opportunity and territory analysis.
+ Issue Resolution: Help diagnose the root cause of technical issues and navigate organizational processes to achieve resolution.
+ Commitment and Ownership: Follow through on commitments, demonstrate a clear sense of ownership, and take personal responsibility for decisions, actions, and outcomes.
+ CRM Maintenance: Update and maintain the CRM as needed.
+ Collaborative Efforts: Work efficiently with internal and external contacts to support the sales team in achieving sales goals.
+ Other duties as assigned by management.
**Skill you will need:**
+ Associate degree or equivalent experience with a successful record of accomplishment desired; At least two years of successful sales, technical support, customer service, or proven experience preferred
+ Exceptional written and verbal communication skills
+ Strong problem-solving skills with the ability to communicate next steps clearly
+ Highly flexible and adaptable to change
+ Ability to build and maintain strong relationships with key customers
+ Proficiency in PC and Microsoft Office applications
+ Experience working with digital products/applications
+ Demonstrated experience managing business needs and planning
+ Proven track record of independently balancing multiple tasks and priorities
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage** **Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$19.00 - $24.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**