CUSTOMER SERVICE SUPPORT REPRESENTATIVE

Elevate Healthcare; Sarasota (FL); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Elevate Healthcare in Sarasota, FL, is seeking a Customer Support Technician (Phone Support) to provide responsive, phone-based technical assistance for our healthcare simulation products. You will diagnose issues via guided questioning, walk customers through repairs and maintenance, and document each interaction for follow-up and escalation.

The role requires clear communication, patience, and the ability to explain technical steps to users with varied experience.

Qualifications

• Experience providing phone-based technical support or help desk services.
• Strong verbal communication and ability to guide users clearly.
• Working knowledge of computer systems, software, hardware, and basic networks.
• Healthcare equipment support background preferred.

Responsibilities

• Provide phone-based technical support to customers and follow up via email, chat, or tickets.
• Diagnose and troubleshoot hardware, software, connectivity, configuration, and equipment issues through questions.
• Guide customers through repairs, resets, updates, and routine maintenance without visual access to the system.
• Communicate instructions clearly and confirm understanding at each step.
• Document interactions, issues, steps, resolutions, and follow-ups in the ticketing system.
• Escalate complex issues to engineering, product, field service, or management with clear documentation.
• Identify recurring issues and provide feedback to improve products and services.

Skills

Phone support

Customer service

Technical troubleshooting

CRM

Remote support tools

Education

High school diploma or equivalent

Technical certification

Associate degree

Tools

CRM systems

Ticketing systems

Remote diagnostic tools

Job description

The Customer Support Technician (Phone Support) plays an important role in Elevate Healthcare's mission to make the world safer, healthier, and more productive by providing responsive, phone-based technical support to customers using Elevate Healthcare products and solutions. This role diagnoses issues by asking clear questions, guides customers through repair and troubleshooting steps without direct visual access to the system, documents each interaction, and escalates complex issues as needed. The ideal candidate is technically curious, patient, and able to explain technical instructions clearly to customers with varying levels of experience.

Location: Sarasota, FL

Work Arrangement: Local hybrid position; expected to work in the Sarasota office 3 days per week

Key Responsibilities

• Provide phone-based technical support to customers, with follow-up through email, chat, or ticketing systems as needed.
• Diagnose and troubleshoot hardware, software, connectivity, configuration, and equipment-related issues through customer descriptions and guided questioning.
• Walk customers step by step through repairs, resets, updates, and routine maintenance without direct visual access to the system.
• Communicate technical instructions clearly and calmly, confirming customer understanding at each step.
• Document customer interactions, reported issues, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Escalate complex or unresolved issues to engineering, product, field service, or management teams with clear documentation.
• Identify recurring support issues and provide feedback to improve products, documentation, and service processes.

Qualifications

• High school diploma or equivalent required; technical certification or associate degree in a related field preferred.
• Previous experience in phone-based technical support, customer support, help desk, service desk, or technical customer service.
• Strong verbal communication skills and the ability to guide customers through technical steps clearly, patiently, and professionally.
• Working knowledge of computer systems, software applications, hardware components, peripherals, and basic network connectivity.
• Ability to diagnose issues using customer-provided information, targeted questions, and structured troubleshooting procedures.
• Experience with CRM, ticketing, remote support, or diagnostic tools preferred.
• Experience supporting healthcare, electronics, simulation, or other specialized technical equipment preferred.
• Certifications such as CompTIA A+, Network+, or equivalent technical credentials are a plus.

Key Personal Attributes

• Mission driven and passionate about making the world safer, healthier, and more productive.
• Patient and empathetic with customers, including users who may be frustrated or less comfortable with technology.
• Clear communicator who can translate technical concepts into simple, step-by-step instructions.
• Curious problem solver with strong learning agility and a willingness to develop product expertise.
• Organized and detail oriented, with the ability to manage multiple cases and maintain accurate documentation.
• Calm under pressure, resilient, and focused on customer outcomes.
• Professional, ethical, and collaborative; builds positive relationships with customers and internal teams.

Other Requirements

• Must be local to the Sarasota, FL area and able to reliably commute to the office.
• Expected to work in the Sarasota office 3 days per week, with remote work on approved days based on business needs.
• Comfortable spending extended periods on the phone and using a computer, headset, CRM or ticketing system, and support tools.
• Must be able to handle customer information confidentially and appropriately in a healthcare-related environment.

About the Company

Elevate Healthcare was recently added to the Madison Medical portfolio of companies in February of 2024 with the acquisition from CAE corporation. Elevate designs, manufactures, and services healthcare simulation products used to educate nurses, doctors and medical professionals on the proper techniques and procedures to have confidence and competence in the life saving moments that matter. Currently, society is facing a significant shortage of nurses and doctors needed to treat an aging world population. Medical errors represent the third largest cause of death in the United States. Elevate plays a critical part in reducing medical errors and expanding the workforce for healthcare professionals to improve patient outcomes. Elevate serves all the major nursing and medical programs at hospitals, universities, nursing schools, medical schools, medical associations and medical technology manufacturers worldwide.

Madison Industries Holdings LLC is one of the largest and most successful privately held companies in the world. Driven by a mission to make the world safer, healthier, and more productive, the company is uniquely designed to foster, empower, and build exceptional companies and teams that are essential to collective health and well- being.

Founded 25 years ago by Larry Gies, Madison Industries has morphed from a "buy, build, sell" model prevalent among venture capital and private equity firms, into partnerships that mutually benefit customers, employees and the business owners who join it. Madison’s goal is to build something truly remarkable that will long outlast all of us. Through Madison’s strategy, the company has grown into an international manufacturing powerhouse. It has built market leaders in the filtration, medical, safety, healthcare simulation, industrial equipment, process improvement, instruments & controls, plastics, energy, and indoor air quality industries with combined enterprise value of nearly $20 billion. Its footprint spans across Europe, Asia and the Americas operating over 300 facilities in 40+ countries, with over 18,000 engaged employees.

Madison/Elevate Culture

Elevate is on a mission to make the world safer, healthier, and more productive by inspiring positive outcomes in healthcare. We are committed to an entrepreneurial culture built on a foundation of trust and a strong bias for action. The team at Elevate is committed to building something truly remarkable that long outlasts us while coaching others to reach their highest potential.

Elevate is part of the Madison Medical platform which has built its reputation by fostering three key attributes: Trust, Bias for Action, Entrepreneurial.

Elevate’s Values

Trust– Honesty and transparency are essential to the way we do business. We work with and build management teams we believe in and don’t add arrogancy, complacency or bureaucracy to the mix. We also believe in the power of the team and how critical trust is in that relationship. We work as hard for the person on our left and the person on our right as we do for ourselves. Consequently, our teams operate at the highest level of engagement and are inspired by our mission and their leaders.

• Open, honest, and transparent.
• Ethics and integrity are assumed, and anything less is not tolerated.
• We meet all our commitments.
• We are a team, and we can rely on each other.
• We are what we do, and we do what we say

Trust isn’t:

• An environment in which we have no oversight, approvals or control. Trust is a cultural attribute, not a management method.
• A set of rules and policies. Trust is earned, not legislated.

Bias for Action– Unless you continually work, evolve and innovate, you will learn a quick and painful lesson from someone who has! Consequently, we lean forward and challenge the status quo. And if there is an opportunity for us to make the world safer, healthier or more productive, we move quickly. In fact, we close our acquisitions in less than 30 days, providing minimal disruption to the companies with which we partner.

• Bold and ambitious. We inject speed and velocity into our processes.
• We are not victims of things which we cannot control. We control outcomes through our own actions.
• We act with imperfect information; confident in our ability to adjust as necessary.
• We embrace change and see it as an opportunity to improve.

Bias for Action isn’t:

• Reckless decision making for the sake of speed.
• Ready, shoot, aim.

Entrepreneurial– Madison Industries is an operating company owned by the team that runs it. Madison has over 900 owner leaders in its ecosystem. The company is not publicly traded, so no quarterly earnings reports. It is not private equity, so no artificial 3-5 year timelines, which means you can build your company for the long term. Businesses are run locally by the entrepreneurial teams who have an 'owner's mindset' and are closest to the customer, product and the team best positioned to make decisions. Therefore, we partner and not acquire; consequently, the name stays on the door and the management team remains in place. This incredible ecosystem of companies will remain a part of the Madison family long after we are gone, ensuring that our companies can continue their missions.

• We are self-reliant. We are gritty and tenacious.
• We have passion and perseverance for our long-term goals
• We are all salespeople at heart – and in our defined roles. 100% of our team members have the responsibility to be salespeople and to focus on customers.
• We are optimistic and believe we will be successful.
• We are adaptable and not set in our ways. We learn,growand find ways to reinvent ourselves as circumstances change.
• We are ambitious. We wantto dogreat things and havegreatimpact on the world.
• An attitude and approach to thinking that activelyseeks outchange, rather than waiting to adapt to change. It’s a mindset that embraces critical questioning, innovation,serviceand continuous improvement.
• Creativity and unwillingness to accept that there is not a better way. Constantly questioning. Constantly striving for improvement.
• Healthy paranoia – that leads to continuous innovation, improvement, and the like.
• Anticipatory and proactive – we constantly strive to be ahead of the curve.
• Recognition that we live in an "and" world, not an "or" world – our business requires us to balance multiple priorities with ambiguity and risk. We embrace this paradox and create operating constructs that allow us to make good decisions in that reality.

Entrepreneurial isn’t:

• A sense of entitlement.
• A free pass to do whatever you want because you are acting like an "owner".
• An operating construct that has no oversight, no central authority and no hierarchy.
• A product of the kinds of businesses or sizes of companies from which we came.

Elevate is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.