Technical Support Specialist

Description:

The Technical Support Specialist is responsible for handling incoming customer requests regarding Sensera Systems product and services.  This individual is accountable for ensuring correct product operation to our clients by providing the technical expertise, assistance, and coordination necessary to resolve requests in a timely and accurate manner.  The ideal candidate will be very customer-focused and able to work with different teams who have a vested interest in the client.

Primary Responsibilities:

• Have a professional and friendly demeanor when interacting with customers
• Answer and respond to all incoming calls and emails from customers
• Remedy any requests for hardware returns and assist with the setup of replacement units (via email or phone)
• Manage all customer requests through Zendesk ticketing tool
• Identify, research, diagnose, and resolve issues in the most thoughtful and detail-oriented way possible
• Clearly communicate with all customers and internal team members
• Participate in creating, managing, and improving Knowledge Base documentation and canned responses
• Maintain and build product and software knowledge
• Confirm customer understanding and acceptance of recommended solutions.  Provide additional customer education, as needed
• Ability to work on client-facing projects, as necessary

Qualifications:

• Ability to pick up on customer sentiment
• Great multi-tasking and prioritization skills
• Self-motivated individual that can pick up new concepts and has a passion for learning
• Strives to be factual and resolves customer issues with diplomacy and professionalism
• Drive to ensure customer success
• Experience supporting sophisticated software and technology-based products
• Experience with hardware products a plus
• Ability to handle fast-paced environment
• 1-2 years in a technical support role
• Bachelor degree or equivalent work experience

Position Details:

• Reports to Customer Experience Manager
• Full Time (40 hours)
• Permanent
• Health, Vision, and Dental benefits
• Salaried
• No outside travel

About Sensera Systems:

Sensera Systems is helping lead a revolution in the multi-trillion dollar construction market to improve efficiency, profits, and safety. Our growing set of construction automation and site security solutions include solar/wireless cameras and remote monitoring systems. We have over 750 general contractor customers, are profitable and growing rapidly. Sensera is extremely well positioned to achieve our target of 10x growth over the next few years.

Our patented hardware/cloud platform sits at the intersection of important trends in wireless (4G/LTE), IoT, cloud, and solar, SaaS, and BIM.

We have a fun, no-nonsense culture of innovation and hard work. We value team members who are true professionals, who enjoy learning and taking on a wider range of responsibilities, and who are customer and market focused. We have a relaxed, results-oriented culture and a solid team that has demonstrated success together.