Digi International (NASDAQ: DGII) is a leading global provider of business and mission-critical Internet of Things (IoT) and M2M products and services. We help our customers create next-generation connected products and deploy and manage critical communications infrastructures in demanding environments with high levels of security, relentless reliability, and bulletproof performance. Founded in 1985, we’ve helped our customers connect over 100 million things, and growing.
We are looking for a customer-centric, detail-oriented team member to WOW our customers. The primary role of a Solution Support Specialist is to help support our customers with their SmartSense by Digi Software and Hardware. This is done through troubleshooting and educating them on how best to leverage our products. You will be working with some of the market leaders in the healthcare/pharmacy, food service, and transportation industries and must have a willingness to learn and excel in utilizing our CRM system. 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.
To excel in this position, you will need a passion for three things: working with customers, being part of a fun, fast-paced team, and turning data into valuable information. Many of our customers are industry leaders and have high expectations for our solutions.
WITHIN THREE MONTHS, YOU'LL:
- Learn about our products (hardware, software, and firmware)
- Learn how to operate our software systems
- Understand best practices of leveraging our products based on our customers
- Take live customer calls
WITHIN SIX MONTHS, YOU'LL:
- Take ownership of technical issues
- Work through customers’ problems, puzzles, bugs, etc from beginning to end
- while maintaining SLA’s and KPI’s
- Learn industry standards and terminology including CDC guidelines and HACCP
WITHIN TWELVE MONTHS, YOU'LL:
- Be proficient in software tools such as JIRA and Netsuite
- Manage customer escalations by leveraging expertise in industry knowledge
SmartSense by Digi builds internet-connected sensors and software that enable organizations to automatically monitor, track, and analyze sensor data for quality control, compliance, and operational efficiency. Our team is motivated to improve the world by providing real-time information that ensures medication and food safety. We endeavor to be both the best in the world at what we do, as well as, to be the best for the world because of how we do it; if you’re the right candidate, we will reach that goal together – and have a great time doing it!
SmartSense is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.