Technical Customer Service Specialist

As a Technical Customer Service Specialist, you will be the face and voice of our company for our B2B customers. This is not a "script-reading" role; it requires a deep, analytical understanding of our SaaS platform and hardware, and the ability to translate complex technicalities into simple, actionable solutions for our customers. You will manage the full lifecycle of customer inquiries, ensuring every interaction is handled with high energy, extreme detail, and a focus on long-term business value.

Key Responsibilities

• Product Mastery: Rapidly learn and maintain expert-level knowledge of our complex technical product suite.
• Problem Solving: Act as a critical thinker to troubleshoot user issues, identify root causes, and provide creative workarounds or permanent solutions.
• High-Touch Communication: Deliver exceptionally clear, professional, and warm communication via email, phone, and Slack.
• On-Site Engagement: Travel up to 15% (3-4 days per month) to assist with site retrofits, hardware installations (tablets, sensors, etc.), and in-person customer training.
• CRM Management: Maintain meticulous records of customer interactions, feedback, and technical issues within our CRM to ensure team-wide visibility.
• Cross-Functional Collaboration: Partner with the Product and Engineering teams to relay customer feedback and assist in Quality Assurance (QA) testing for new releases.
• Data Analysis/Process Improvement: Run reports from the CRM and identify opportunities for process improvement.

Required Qualifications

• Experience: 1+ years of experience in a customer-facing role, preferably within a SaaS, tech, or complex B2B environment.
• Technical Aptitude: A proven ability to learn complicated software quickly. You should feel comfortable discussing "the user-facing side" of a product in depth.
• Communication: History of excellent written and verbal communication skills. You can explain "the why" behind a technical process without losing the customer’s interest.
• Critical Thinking: You don’t just follow a manual; you look at a problem from multiple angles to find the most efficient path forward.
• Personality: A naturally positive and "people-first" attitude. You enjoy building relationships where customers feel genuinely supported.
• Tools: Proficient with CRM software (e.g., Zoho, Salesforce, or Hub Spot) and communication tools like Slack.

Bonus Points If:

• You have experience with hardware-software integrations.
• You have previously worked in a role that required autonomous "self-supervision" and deadline management.

Why This Role?

This position offers the chance to move beyond basic support into a role that influences product quality and customer strategy. You will be a vital link in our growth, helping us scale our services to new sites and departments while maintaining the high standards our customers expect.

Compensation

Compensation ranges between $33,799-$42,705 depending on experience. Health and dental benefits available.