Product Support Specialist (Remote - US)

Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.

Product Support Specialist

We are looking for a customer-centric, detail-oriented team member to WOW our customers. The primary role of a Solution Support Specialist is to help support our customers with their SmartSense by Digi Software and Hardware. This is done through troubleshooting and educating them on how best to leverage our products. You will be working with some of the market leaders in the healthcare/pharmacy, food service and transportation industries and must have a willingness to learn and excel in utilizing our Customer Relationship Management (CRM) system. In utilizing our CRM, you will work daily support tickets and provide accurate documentation for our customers. In addition to utilizing our CRM system you will also work in the team's phone queue to assist customers. The day-to-day activities of a Product Support Specialist will require attention to detail, speed, and effective communication skills.

What We Offer

• A fun, fast paced team that turns data into valuable information
• Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries

What You Will Do

• Work through customer's problem, questions, bugs etc. via email and phone to resolution while maintaining SLA's and KPIs
• Learn industry standards and terminology including CDC guidelines and HACCP compliance
• Be proficient in tools such as JIRA and NetSuite
• Manage customer escalations by leveraging expertise in industry knowledge

Who You Are and What You Bring

• Passion for working with customers and providing outstanding experiences
• Strong multitasking and organizational skills in a face paced environment
• Strong and effective communication skills

Desired But Not Required

• 2+ years of experience working in technical or product support
• Previous experience in working with CRM software tools
• Bilingual in Spanish is a plus

Smart Sense by Digi offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.