Technical Support Specialist
About The Position
As a Technical Support Specialist at Sensi, you will be a key member of our customer-centric Support team. You will be responsible for providing world-class technical support to our clients, assisting them in resolving software and hardware-related issues, and ensuring their satisfaction. This role requires a deep understanding of our products, excellent communication skills, and a passion for delivering top-notch customer service. This role is based in Austin, TX, with a hybrid work setup, combining in-office collaboration with remote flexibility.
Requirements
- 2+ years of experience in a SaaS technical support environment, with hands-on troubleshooting of software products
- Communicate clearly and professionally, with strong attention to tone, detail, and customer empathy
- Document technical solutions accurately, creating resources that are easy for both internal teams and customers to follow technical solutions accurately, creating resources that are easy for both internal teams and customers to follow
- Customer-first mindset, focused on delivering a positive and solution-oriented support experience
- Collaborative team player who can also work independently and manage time effectively
- Technically fluent, with the ability to understand and explain how products work
- Fast learner, adaptable to new tools, features, and evolving technologies
- Proficient in ticketing systems and support platforms (e.g., Hubspot, Zendesk, Freshdesk, Intercom)
- Operate comfortably in a fast-paced, dynamic environment with frequent changes and shifting priorities
- Fluent or native-level English proficiency
Nice To Haves
- 1+ years working within a growing, fast-paced startup environment
- Experience working within Hubspot and/or Jira
- Telecommunications Experience (AT&T/Verizon)
- Experience working with routers and wifi devices
Responsibilities
- Deliver exceptional customer service and technical support via phone and email, ensuring high customer satisfaction and prompt issue resolution.
- Troubleshoot diverse system issues in real time, minimizing client downtime and enhancing overall system reliability.
- Manage client requests from initiation through resolution, providing a seamless and efficient support experience.
- Collaborate with customer success, implementation, operations, product, and engineering teams to resolve client issues quickly and accurately.
- Be the Sensi expert and educate clients on Sensi products and devices, increasing user adoption and confidence through ad hoc product training.
- Maintain up-to-date knowledge of product updates and changes to deliver accurate and effective assistance to customers.
- Conduct pre-release testing of system changes to ensure new features and updates function smoothly for end users.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
51-100 employees
