The Technical Support Specialist is an entry level position responsible for responding to incoming customer requests regarding Sensera Systems products and services. This individual is accountable for providing technical expertise, assistance, and the coordination necessary to ensure correct product operation by resolving requests in a timely and accurate manner. The ideal candidate will be very customer-centric and able to work cross-functionally to support various internal and external stakeholders. Please continue reading if you are interested in furthering your career within a fast-growing and dynamic technology company!

Primary Responsibilities:

• Identify, research, diagnose, and resolve both hardware and software issues
• Exhibit a professional and optimistic outlook when responding to customer issues
• Demonstrate a keen ability to pick up on customer sentiment
• Effectively confirm customer understanding and acceptance of recommended solutions; provide additional customer education, as needed
• Facilitate any requests for hardware returns and assist with the setup of replacement units
• Manage all customer requests through ticketing tool to capture support statistics and metrics
• Participate in creating, managing, and optimizing Knowledge Base documentation and response templates
• Proactively work to stay current on all Sensera Systems solutions
• Be willing to support ad hoc projects, as necessary
• Contribute ideas for ongoing process improvements

Qualifications:

• Minimum 1-2 years in a technical support role
• Possess exceptional communication skills both verbally and in writing
• Ability to function successfully in an accelerated environment; manage multiple tasks and competing priorities simultaneously
• Self-motivated individual with an aptitude and passion for learning
• Endeavors to be factual and resolve customer issues with diplomacy and professionalism
• Focused on driving customer success
• Familiarity with B2B organizations
• Bachelor degree or equivalent work experience
• Experienced with hardware and software products a plus

Position Details:

• Reports to Director of Customer Experience
• Full Time (40 hours)
• Salary $35K-$40K DOE
• Permanent
• Health, Vision, and Dental benefits
• 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 1,000 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.