Customer Support Specialist (CONNEQT Pulse)

Location: Naperville, Illinois (On-site)

Role Overview

The Customer Support Specialist is a member of the Operations team and is responsible for managing inbound customer inquiries and delivering a high-quality, reliable support experience for CONNEQT Pulse users.

CONNEQT Pulse is a connected, at-home cardiovascular monitoring system that measures arterial health and central blood pressure, providing users with visibility into how their cardiovascular system is functioning over time. It combines a handheld device with a mobile application to deliver longitudinal insights into vascular health beyond traditional cuff-based measurements.

This role focuses on resolving customer issues quickly and accurately across device, app, and account workflows, while ensuring users are able to successfully set up and use the product. It sits at the front line of the consumer experience and plays a critical role in maintaining trust in a health-focused product.

Why This Role Matters

CONNEQT Pulse is often a customer’s first interaction with arterial health and cardiovascular data.

The support experience directly determines whether a customer:

• Successfully sets up and uses the product
• Trusts the data they are seeing
• Continues engaging with the platform

This role ensures that customers are not blocked by technical friction, that issues are resolved efficiently, and that product gaps are surfaced quickly. A strong support function reduces avoidable churn, improves customer confidence, and creates a more stable foundation for the consumer business.

Core Responsibilities

Inbound Support & Ticket Management

Own day-to-day management of inbound support across email, chat, and in-app channels. Respond to customer inquiries with speed, clarity, and completeness, ensuring issues are resolved in as few interactions as possible.

Technical Troubleshooting & Resolution

Diagnose and resolve issues across:

• Device setup and onboarding
• Bluetooth pairing and connectivity
• Mobile app functionality and navigation
• Account access and login issues
• Measurement errors and user workflows

Guide users step-by-step through resolution, ensuring they are able to successfully use the product independently.

Escalation & Issue Coordination

Identify issues that require escalation and route them to the appropriate internal teams. Provide clear, structured documentation including context, reproduction steps, and impact to enable efficient resolution.

Documentation & Support Infrastructure

Maintain and improve internal troubleshooting guides and external help center content. Standardize responses for common issues and continuously refine documentation to reduce repeat tickets and improve resolution speed.

Operational Feedback Loop

Track recurring issues, edge cases, and friction points. Provide structured input to product, engineering, and operations teams to improve product reliability and reduce support burden over time.

Key Competencies

• Able to break down issues methodically, identify root causes, and guide users through clear, step-by-step resolutions.
• Communicates in a way that is concise, precise, and easy for non-technical users to understand, particularly in written form.
• Maintains quality and professionalism when managing multiple concurrent tickets and time-sensitive requests.
• Takes responsibility for resolving issues end-to-end, following through until the customer’s problem is fully addressed.
• Works efficiently within defined processes, SLAs, and workflows while maintaining consistency in execution.

Essential Skills & Experience

• 2–4 years of experience in customer support, technical support, or customer service roles
• Experience supporting consumer technology, mobile applications, or connected devices
• Strong written communication skills with the ability to explain technical concepts clearly and concisely
• Proven ability to troubleshoot and resolve issues in a structured, step-by-step manner
• Comfortable working with ticketing systems (e.g., Zendesk, HubSpot or similar)
• Ability to manage multiple tickets simultaneously while maintaining quality and attention to detail
• Familiarity with iOS and Android environments and basic Bluetooth/device connectivity troubleshooting
• Strong organizational skills and ability to document issues clearly for escalation

Preferred Skills and Experience

• Experience in digital health, medical devices, or regulated consumer products
• Exposure to hardware + software integrated products
• Experience contributing to knowledge bases or help center content

Compensation

This is a full-time, on-site role based in Naperville, Illinois.

Salary: $55,000 – $72,000

This range is aligned with customer support and technical support roles in the Naperville / greater Chicago market, with adjustments based on experience.

Who This Role Is Ideal For

This role is well suited for someone who is structured, detail-oriented, and comfortable operating in a high-volume support environment.

Candidates who tend to perform well in this role typically have experience in:

• Customer support for consumer technology, digital health, or connected devices
• Technical support for mobile apps, hardware, or software platforms
• Environments where troubleshooting and clear written communication are critical

The ideal candidate is able to break down technical issues into simple, actionable steps and guide non-technical users with confidence and clarity.