Senior Customer Support Specialist


Chase passion. Pursue wellness. Be the best part of our customers' day. These are some of the core values we hold at Widen, and why Widen has been voted one of Madison’s Best Places to Work in 2015, 2016, 2017, and 2018. We build high-performing software that empowers organizations to create compelling, meaningful, and measurable experiences with their customers. It's delivered with unparalleled service and fueled by a community of 600+ customers. Let's flourish, together.

Position Details

Senior Customer Support Specialist
Southwest Wisconsin
Madison, WI

The Senior Customer Support Specialist focuses on providing high quality, customer-oriented software application service support as part of our close-knit Central Support team. This position supports and works closely with other members of the larger Customer Support team, software developers, and product managers to understand our products and current issues surrounding the customer service of multiple brands.

  • Take ownership of escalated tickets, thoroughly troubleshooting these issues, and complete investigatory work prior to escalating tickets to other teams or integration partners to achieve resolution
  • Engage positively with customers via chat, email, phone and in-person interactions to lead customers through diagnostic procedures to further define any problematic issues and offer suggestions on best practice use of our SaaS applications
  • Communicate technical issues and solutions with customers in non-technical terms while maintaining empathy, courteousness, and professionalism
  • Proactively learn web applications, cloud technologies, and database and server infrastructure, and serve as a subject matter expert in these areas for other team members 
  • Use available technology to troubleshoot and script SQL, HTML, CSS, and other object-oriented languages such as Java or JavaScript 
  • Troubleshoot and instruct customers regarding API and SSO concepts 
  • Troubleshoot and instruct customers to support Adobe Cloud integrations 
  • Train and coach team members to expand their product and technical knowledge 
  • Ensure all tickets are updated with accurate and timely information 
  • Write technical documentation for internal support and communication 
  • Make recommendations regarding online knowledge base articles 
  • Assist with Tier 1 coverage as needed 
  • On-call rotation one week per quarter is required 
  • Protect the confidentiality, integrity, and availability (CIA) of Widen and customer information held in any form
  • Excellent verbal and written communication skills 
  • Strong analytical and interpersonal skills 
  • Genuine interest in helping users solve their problems 
  • At least two years of customer/software or technical support experience preferred 
  • Strong functional understanding of Mac and Windows operating systems, and Google Chrome, Firefox, Safari, and Internet Explorer browsers 
  • Competency with Adobe CC applications, API and/or SSO concepts 
  • Bachelor’s degree or related experience preferred

Widen offers an extensive benefits package, including: medical, dental, vision, life and disability insurance, 401(k) with company match, and paid vacation and holidays. Besides the competitive compensation and benefits package, Widen believes in a flexible work schedule, community involvement, family-work balance, and the benefit of wellness. Employee perks include onsite fitness classes along with workout equipment and locker rooms, lunch and learns, fireside chats, employee celebration lunches, puppy visits, chair massages, and last but not least, craft coffee and beer from local vendors.

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