Customer Support Specialist

The Technical Customer Experience Specialist (TCX) is responsible for delivering high-quality technical support to customers, ensuring superior service and fostering strong relationships. This role actively engages with customers to enhance their experience, anticipate their needs, and drive commercial opportunities such as upselling and cross-selling. This is a hybrid position in our Louisville, Colorado office location. 

Unit/Team: CareTech – Technical Support Team Scope: Regional/Global Impact of the role: Operational  

Main activities and key responsibilities: 

Customer-Focused Technical Support 

• Provide expert-level technical assistance to customers, ensuring timely solutions in line with SLAs and KPIs. 

• Analyze, diagnose, and resolve technical issues, escalating complex cases when necessary. 

• Maintain detailed records of customer interactions, ensuring proper tracking and case resolution. 

Customer Relationship & Business Growth 

• Act as the key liaison between Sales, Customer Success, and the customer to foster strong relationships. 

• Develop a deep understanding of customer needs and provide proactive solutions. 

• Identify opportunities for upselling and cross-selling and coordinate with Sales to drive growth. 

Communication and Influencing 

• Consistently adapt and exchange information with internal and external stakeholders. 

• Lead customer-facing discussions, ensuring clarity and alignment on technical resolutions and service improvements. 

Knowledge & Innovation 

• Develop and maintain a strong understanding of Vaisala products and customer applications. 

• Provide insights from customer interactions to inform product improvements and technical documentation. 

• Collaborate with internal teams to refine customer support processes and enhance customer experience. 

Complexity of tasks 

      – Problems may be vaguely defined and require understanding across multiple job areas. 

Competence requirements 

• Strong customer engagement skills, with the ability to build rapport, trust, and long-term relationships. 

• Advanced problem-solving, troubleshooting, and case management abilities. 

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences. 

• Commercial awareness – ability to recognize business opportunities through customer interactions. 

• Fluency in English, Spanish and Portuguese (required);  

• Experience with technical support tools and CRM systems is desirable.

ANTICIPATED SALARY RANGE: $28-$34 per hour ($60,000-$70,000 annually). Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.  Additionally, we offer our employees a competitive benefits package which is outlined below.

Ready to take every measure for the planet? Apply at the latest on April 14th, 2025 via the application form.

Our Vaisala solutions contribute to societies and people’s lives in over 150 countries – and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!

What we offer:

Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended.  As a federal contractor, Vaisala reserves the right to enforce government mandated vaccination requirements for its employees.

EOE AA M/F/V/D

Vaisala is proud to be an Equal Opportunity, Affirmative Action Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship, status, marital status, genetic information, disability, protected veteran status, or any other legal protected status.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at ushr@vaisala.com. Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).