Customer Solutions Specialist

The Customer Solutions Specialist is the front line for B2B customers using our connected IoT solution. The role handles routine service needs — account access, order status, basic platform questions, and issue intake — and owns each request until it is resolved or formally handed off.

It also supports the Senior Customer Success Manager with customer onboarding, training, and early-life support. The purpose is simple: make it easy for customers to get answers and know what happens next and create capacity for the Senior Customer Success Manager to focus on adoption and key relationships.

A hybrid mix of front-line service, case coordination, and onboarding support, working closely under the direction of the Senior Customer Success Manager while learning the product and the customer journey.

A dedicated customer service function with repeatable workflows and a working knowledge base — and, for strong performers, a path toward Customer Success or deeper specialization in technical customer solutions.

• Act as the primary contact for day-to-day customer questions, service requests, and technical issues.
• Troubleshoot common issues across connected hardware, device connectivity, cloud services, web portal, and mobile application.
• Handle account and access needs, including password resets, login questions, user provisioning, and basic account administration.
• Diagnose issues by gathering relevant account, device, connectivity, and customer information and guiding customers through troubleshooting steps.
• Resolve issues at the first level whenever possible and coordinate/escalate more complex issues to Product, Engineering, IT, or other internal teams.
• Maintain ownership of customer communication through resolution.

• Own routine cases end to end: intake, triage, documentation, follow-up, and closure.
• Keep accurate records in the CRM or ticketing system, including a clear history of actions and customer communications.
• Gather the details needed for efficient troubleshooting — account and device information, screenshots, order references, and business impact.
• Coordinate with Customer Success, Sales, Order Management, Product, Engineering, and IT to drive requests to resolution, escalating complex issues with full context.

• Support the Senior Customer Success Manager in preparing and executing new-customer onboarding plans.
• Coordinate onboarding logistics: contact lists, user provisioning, schedules, training materials, and readiness checkpoints.
• Co-facilitate standard product orientation and training, leading defined portions as confidence grows.
• Answer post-launch questions and surface adoption barriers or relationship concerns early.

• Build and maintain FAQs, email templates, troubleshooting guides, and knowledge-base content.
• Capture Voice of the Customer feedback and share recurring themes with Customer Success, Product, and Operations.
• Recommend improvements to intake, triage, escalation, and case-closure workflows, and support service reporting.

This role contributes to onboarding and training but does not independently own strategic Customer Success. Its purpose is responsive service and extending the capacity of the Senior Customer Success Manager.

Day-to-day service Owns routine inquiries, access requests, order status, and closing the loop with the customer.

Steps in for escalations, exceptions, and anything with commercial or relationship impact.

Onboarding & training Runs logistics,…