Product Support Specialist (Mishawaka, IN - Hybrid)

About the position

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.

Responsibilities

• 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

Requirements

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

Nice-to-haves

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

Benefits

• New hire stock award
• Paid parental leave
• Open (uncapped) PTO
• Hybrid work environment
• Competitive medical, health & wellbeing and compensation offerings