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Customer Solutions Expert

2 months ago

Mishawaka, Indiana, United States Digi Full time

Join a dynamic and innovative team at a rapidly expanding organization that leverages the Internet of Things (IoT) to revolutionize how businesses perceive, monitor, and make informed decisions. Established in 2005 from MIT, Digi is trusted by over 2,000 enterprises, including industry giants, to facilitate sensor-driven decision-making. We offer a solution that our clients depend on daily for critical decision-making; we are in search of collaborative change-makers to help shape the future of IoT.

Client Support Specialist

We are seeking a customer-focused, meticulous team member dedicated to exceeding customer expectations. The primary responsibility of a Client Support Specialist is to assist our clients with their SmartSense by Digi Software and Hardware. This involves troubleshooting issues and educating clients on how to maximize the benefits of our products. You will engage with leading companies in the healthcare, food service, and transportation sectors and must possess a strong desire to learn and excel in utilizing our Customer Relationship Management (CRM) system. By leveraging our CRM, you will manage daily support requests and provide thorough documentation for our clients. Additionally, you will participate in the team's phone support queue to assist customers. The daily responsibilities of a Client Support Specialist will demand attention to detail, efficiency, and strong communication skills.

What We Offer

  • A vibrant, fast-paced team that transforms data into actionable insights.
  • Opportunities to collaborate with industry leaders in healthcare, food service, and transportation.
Your Responsibilities and Expected Outcomes
  • Resolve customer inquiries, issues, and bugs via email and phone while adhering to service level agreements (SLAs) and key performance indicators (KPIs).
  • Gain knowledge of industry standards and terminology, including CDC guidelines and HACCP compliance.
  • Become proficient in tools such as JIRA and NetSuite.
  • Manage customer escalations by utilizing your expertise in industry knowledge.
Your Profile and Contributions
  • A genuine passion for customer engagement and delivering exceptional experiences.
  • Strong multitasking and organizational abilities in a fast-paced environment.
  • Excellent and effective communication skills.
Preferred Qualifications
  • 2+ years of experience in technical or product support.
  • Prior experience with CRM software tools.
Digi offers a comprehensive Total Rewards package, including stock awards for new hires, paid parental leave, unlimited paid time off, and a hybrid work environment, alongside competitive medical, health, and compensation offerings.

At Digi, we value diversity and inclusion among our team members. This commitment is vital to our success as a global organization, and we strive to recruit, develop, and retain the most talented individuals from a diverse candidate pool. We are dedicated to fostering a respectful environment where equal employment opportunities are available to all applicants and team members.