Technical Support Specialist - San Francisco, United States - VergeSense
Description
**Technical Support Specialist**
San Francisco, CA / Solution Design & Delivery Support / Full Time Our Company
The future of work is increasingly complex remote workers, distributed teams, flexible multi-tenant office space and the dynamic of how workers interact with each other and how workers interact with their physical space is changing.
VergeSense is building an easy-to-deploy space utilization & sensing platform that helps real estate professionals monitor foot-traffic within buildings. Data from our platform is used to improve building layout & design, execute dynamic workforce strategies, and reduce energy costs. For large clients, the financial impact is in the tens of millions per year. We provide a full-stack solution comprised of easy-to-deploy AI-sensors, fleet management tools, analytics software, and APIs that integrate with the leading workplace management systems on the market.
VergeSense is looking for a tech-savvy, innovative, and persistent self-starter to join our passionate, customer-facing Solutions Team. This is a unique opportunity to interact with our customers and partners on a daily basis while learning about how IoT products and SaaS solutions work and scale. The ideal candidate excels at both day-to-day ticket management and building scalable support processes, tools, and partnerships. If you are customer-obsessed, love to build, and are looking for a growth opportunity, we'd love to hear from you
As one of the founding members of our Support Team, you will have the opportunity to define our day-to-day support processes and long-term strategy.
**What you'll be doing:** Become a subject matter expert on the VergeSense platform including all technical aspects (hardware, cloud software, APIs, wireless gateways, networking topology, etc). Respond to all inbound customer inquiries (via phone, email and chat), including general production education, account configuration, and bug reporting. Proactively monitor VergeSenses fleet of devices and contact customers to troubleshoot as needed (e.g. reboot or replace devices, troubleshoot network issues, etc.). Maintain tickets via our ticketing system. Coordinate escalations to our Engineering Team and Customer Success Identify trends in customer requests and product performance and share those trends with internal Product, Engineering, and Solutions Teams to drive continuous improvement to our products and customer experience. Own and keep our Knowledge Base updated Participate in an on-call rotation with our Implementation Team to remotely support our customers and installation partners while they are installing and maintaining VergeSense devices in the field. Coordinate dispatching of VergeSense partners for system maintenance. Your measures of success will include Customer satisfaction (CSAT) scores, response times, first contact resolution rate, and average resolution time
**Job Requirements** BA/BS highly preferred. Will consider those with proven experience regardless of educational background. Minimum 2-3 years of professional services or technical support experience ideally with a company or integrator dealing with IoT hardware and/or SaaS solutions Technical skills: Familiarity with support ticket management system, such as JIRA and Salesforce, and optimization of such systems Familiarity with hardware telemetry metrics and reports Basic understanding of running scripts and navigating system logs is a plus Basic knowledge of TCP/IP, Routing & Networking is a plus. Familiar with physical hardware installations and networking equipment You are a strong communicator (verbal, written and interpersonal) with excellent customer-facing manner and technique. You are a builder You embrace opportunities to lead and invent new, better ways of doing things. You are highly organized and can juggle multiple competing priorities and tasks while being accountable to tight deadlines. You can work a flexible schedule, including participation in an on-call rotation outside of regularly scheduled hours. You can recognize patterns in support tickets and propose new solutions to drive internal efficiency and improve the customer experience (e.g. propose new product features, help articles, communication templates, etc.). Experience supporting large enterprise customers, both domestically and internationally is a plus. Travel: Travel is not required. Should you like to travel, in a post-COVID world, there will likely be an opportunity to travel for installations throughout the United States and occasional international deployments.
Benefits A high-impact role in an emerging industry leader Competitive compensation and equity Employer-sponsored medical, dental and vision insurance Open Vacation policy: take time off when you need it
We value people from all walks of life who exhibit kindness, curiosity, discipline, humility, and passion to excel at what they do. If you would like to contribute to our team, we encourage you to apply.