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SmartSense by Digi · 2 days ago

Product Support Specialist II, SmartSense (Mishawaka, IN - Hybrid)

Mishawaka, IN

Full-time

Hybrid

Mid Level

$21.63/hr - $30.52/hr

4+ years exp

SmartSense by Digi is a fast-growing company utilizing the Internet of Things to transform organizational decision-making. The Product Support Specialist II will manage customer support tickets, provide documentation, and assist customers through various channels while ensuring compliance with service level agreements.

Information Technology

No H1B

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

Qualification

CRM softwareJIRANetSuiteTechnical support experienceMultitaskingIndustry knowledgeEffective communicationOrganizational skills

Required

4+ years of experience working in technical or product support

Previous experience in working with CRM software tools

Strong multitasking and organizational skills in a fast paced environment

Passion for working with customers and providing outstanding experiences

Attention to detail, speed, and effective communication skills

Preferred

Proficient in tools such as JIRA and NetSuite

Learn industry standards and terminology including CDC guidelines and HACCP compliance

Manage customer escalations by leveraging expertise in industry knowledge

Benefits

Short-term incentive program

New hire stock award

Paid parental leave

PTO

Hybrid work environment

Competitive medical, health & wellbeing and compensation offerings

Company

SmartSense by Digi

SmartSense delivers intelligence-driven IoT solutions that enhance food and product safety, automate healthcare compliance, optimize facility monitoring, and increase actionability across the supply chain.

Founded in 2005

Boston, Massachusetts, USA

51-200 employees