Technical Solutions Specialist

AquaPhoenix Scientific LLC • Hanover, PA

2d

About The Position

AquaPhoenix Scientific, headquartered in Hanover, PA has an immediate opening for an energetic and customer-facing Technical Solutions Specialist (TSS) to join our growing SaaS Team. The TSS serves as the initial point of contact to provide responsive technical and account assistance to customers utilizing our Internet of Things (IoT) enabled devices, connected hardware, and supporting software platforms. Devices and software are used in the industrial water treatment industry, helping to ensure a cleaner and safer global water supply. This position reports to the SaaS Manger and is considered full-time, exempt, and includes health and wellness coverage, bonus opportunities, PTO, paid holidays, company-paid short term and long-term coverage, 401(k) retirement match with no vesting, and more.

Committed to delivering innovative SaaS and IoT solutions to our customers. The TSS plays a pivotal role in understanding client needs, supporting connected device enablement, proposing appropriate technical solutions, and ensuring successful onboarding and adoption of our IoT products and applications. The TSS must be able to comprehend and diagnose issues, seek and apply solutions, and maintain a passion for effective and positive customer communications.

The ideal candidate will have proven experience providing technical assistance in a B2B setting, ideally in a technical, software, or connected-device environment. To ensure success, the TSS will work collaboratively with technical and non-technical members of our IoT Product teams. Above all, the TSS must have excellent communication and interpersonal skills coupled with the ability to analyze, detect, and independently resolve end-user issues related to IoT devices.

Requirements

• AquaPhoenix Scientific considers applicants with diverse backgrounds, education, and work experience; however, applicants for the Technical Solutions Specialist position will frequently have a combined education and/or work experience that is a minimum of a high school diploma or equivalent and 2-5 years’ work experience in a B2B customer facing technical role.
• Ability to learn, maintain, and apply a wide span of IoT, hardware, software, and industry related knowledge and experience to independently investigate, analyze, and implement “best case” recommendations.
• Ability to actively listen with empathy and understanding with a willingness to bring resolve to the end user.
• Willingness to work together to build a solid customer focused SaaS and IoT Support team.

Nice To Haves

• Advanced training, certification, or a degree in a related field is welcomed.

Responsibilities

• Serve as an initial point of contact for customers seeking technical support and troubleshooting issues related to IoT devices, connectivity and software platforms via phone, email and chat.
• Implore best practices and sound judgement with a goal to provide a “one-call” resolution by assessing and identifying customer concerns in a logical, step-by-step manner.
• Exceed customer expectations by delivering timely responses, effective solutions, and consistent follow through.
• Guide customers through troubleshooting processes related to device setup, connectivity issues, data transmission and system behavior helping them navigate technical challenges effectively.
• Escalate complex or unresolved IoT technical issues to the next level for resolution as required.
• Coach and educate customers on IoT device functionality, software features upcoming enhancements, and additional applications.
• Translate complex technical concepts/solutions into clear, concise and value-driven instructions for customers with varying technical skills.
• Onboard new customers through IoT device setup or conversion as required.
• Work closely with product teams to drive prompt resolution of identified hardware, firmware, and connectivity concerns.
• Monitor all support related metrics including ticket backlog, average time to close, first response time, resolution time and ticket escalations.
• Remain flexible to answer customer concerns infrequently during non-standard business hours, during periods of high call volumes, IoT device rollouts, migrations, or software updates, as needed.

Benefits

• health and wellness coverage
• bonus opportunities
• PTO
• paid holidays
• company-paid short term and long-term coverage
• 401(k) retirement match with no vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees