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Client Support Specialist

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 monitor, assess, and make informed decisions. Smart Sense, established from MIT in 2005, is a trusted partner for over 2,000 clients, including industry leaders, to facilitate sensor-driven decision-making. We are seeking collaborative and proactive individuals to help shape the future of IoT.

Position: Product Solution Specialist

We are in search of a detail-oriented and customer-focused team member dedicated to delivering exceptional service. The primary responsibility of a Product Solution Specialist is to assist our clients with their SmartSense by Digi Software and Hardware. This involves troubleshooting issues and educating clients on maximizing the use of our products. You will engage with prominent organizations in the healthcare, food service, and transportation sectors, requiring a commitment to learning and proficiency in our Customer Relationship Management (CRM) system. You will manage daily support inquiries and ensure accurate documentation for our clients. Additionally, you will participate in the team's support queue to assist customers directly. The daily responsibilities of a Product Support Specialist demand meticulous attention to detail, quick problem-solving abilities, and strong communication skills.

What We Provide

  • A vibrant, fast-paced team that transforms data into actionable insights.
  • Opportunities to collaborate with leading organizations in various industries.
Your Responsibilities and Expected Outcomes
  • Resolve customer inquiries, issues, and technical bugs via email and phone while adhering to service level agreements (SLAs) and key performance indicators (KPIs).
  • Acquire knowledge of industry standards and terminology, including compliance guidelines.
  • Become proficient in tools such as JIRA and NetSuite.
  • Manage customer escalations by utilizing your expertise in the industry.
Your Profile and Contributions
  • A genuine passion for customer engagement and delivering outstanding experiences.
  • Excellent multitasking and organizational skills in a fast-paced environment.
  • Strong and effective communication abilities.
Preferred Qualifications
  • Two or more years of experience in technical or product support roles.
  • Previous experience with CRM software tools.
Smart Sense by 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, along with competitive medical, health, and compensation offerings.

At Digi, we prioritize diversity and inclusion within our workforce. This commitment is vital to our success as a global entity, and we strive to recruit, develop, and retain talented individuals from a diverse candidate pool. We are dedicated to fostering a respectful environment where equal employment opportunities are accessible to all applicants and team members.