Product Support Specialist, SmartSense ( Mishawaka IN, Lehi, Utah Hybrid) at Digi International

Lehi, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

28.35

Posted On

20 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM Software, Technical Support, Product Support, JIRA, NetSuite, Customer Experience, Multitasking, Organizational Skills, Effective Communication, SLA Management, KPI Tracking, Problem Solving

Industry

Telecommunications

Description

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 powered by Jolt 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. Location: Hybrid to office location in Mishiwaka, IN. or Lehi, UT. Must be able to commute to office 4x weekly. HOURS: Mon-Fri, 8am-5pm MT or 9am-6pm MT Position 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 Solution 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 fast paced environment Desired but not required * 2yrs of experience working in technical or product support * Previous experience in working with CRM software tools Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings. The anticipated base pay range for this position is $19.95/hr – $28.35/hr. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually. 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. *Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Responsibilities

Manage customer support tickets and phone queues to resolve technical problems, bugs, and questions. Maintain SLAs and KPIs while providing accurate documentation for customers using CRM tools.