Customer Support Specialist
Laudio
Customer Service
California, USA · Gilbert, AZ, USA
Customer Support Specialist
Gilbert, AZ, US, 85297 CA, US
We Impact Lives Through Purpose-Driven Work in A People First Culture
Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers.
Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025.
We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.
WHAT YOU'LL DO
We’re looking for a Customer Support Specialist (CSS) with experience in technical support environments. In this role, you’ll provide responsive assistance to StaffGarden users—from frontline staff to executive leadership—addressing a wide range of support inquiries. You’ll also play a key role in configuring client accounts and ensuring a smooth experience on the StaffGarden platform.
WHERE YOU’LL WORK
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This position will have the flexibility to work remotely within the United States. Pacific time zone required.
HOW YOU’LL SPEND YOUR TIME
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Configure and manage Clinical Ladder, Competency, Mentoring, EBP, and Peer Feedback programs, ensuring alignment with organizational standards and client needs.
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Deliver multi-channel user support via email, text, chat, and phone—troubleshooting issues, communicating product details, and escalating concerns when necessary.
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Support clients throughout onboarding and beyond, addressing inquiries, sharing product insights, and investigating reported issues to resolution.
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Collaborate with the Project team to create customer-facing resources such as PDFs, presentations, and training materials.
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Partner closely with Product and Engineering teams to relay user feedback and contribute to continuous improvement initiatives.
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Perform additional duties as assigned, adapting to evolving team and business priorities.
WHAT YOU'LL NEED
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Minimum 2 years of experience in technical customer support and service delivery
- High school diploma or GED Required. Associate or Bachelors degree preferred
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Typing speed of 50+ WPM, ensuring efficient documentation and communication
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Proficient in Microsoft Office Suite with the ability to quickly adapt to new software tools and platforms
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Solution-focused mindset with a proactive approach to problem-solving
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Self-directed and dependable—able to manage routine tasks independently, maintain focus, meet deadlines, and work with minimal supervision
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Exceptional communication skills—written, verbal, and interpersonal—in English
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Skilled at translating complex information into clear, user-friendly language for a variety of audiences
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Must be able to successfully pass a background check in accordance with applicable laws and regulations
BENEFITS
- Flexible and generous paid time off
- Competitive medical, dental, vision and life insurance
- 401(k) employer matching program
- Parental leave
- Wellness resources
- Charitable matching program
- On-site workout facilities (Leawood, Gilbert, Burlington)
- Community outreach groups
- Tuition reimbursement
Fostering A Sense of Belonging
Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.
Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.
Nearest Major Market: Phoenix