Frontline IoT Support & Onboarding Specialist

Worthington Enterprises; Columbus, Northern (OH, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Worthington Enterprises’ Customer Solutions Specialist is the front line for B2B IoT clients, handling routine service needs and owning each request until resolution. The role supports onboarding and training under the Senior Customer Success Manager, enabling adoption and timely updates for customers.

A hybrid role with cross-functional collaboration and a growing knowledge base, designed to scale with client needs and product complexity.

Qualifications

• 2–5 years in B2B customer service, client support, technical support or similar.
• Clear written and verbal communication, including ability to explain technical steps clearly.
• Demonstrated ownership and follow-through when juggling multiple requests.
• Comfort learning a connected solution spanning hardware, cloud services, web software, and a mobile app.
• Experience with a CRM, ticketing, or comparable case-management system.

Responsibilities

• Act as the primary contact for day-to-day customer questions, service requests, and technical issues.
• Troubleshoot issues across connected hardware, device connectivity, cloud services, web portal, and mobile app.
• Handle account and access needs, including password resets, login questions, user provisioning, and basic administration.
• Diagnose issues by gathering relevant information and guiding customers through troubleshooting steps.
• 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 with a clear history of actions.
• Coordinate onboarding logistics: contact lists, user provisioning, schedules, training materials, and readiness checkpoints.

Skills

Customer-centric

Technical curiosity

Ownership & accountability

Effective communication

Tools

CRM system

Jira

Zendesk

Salesforce

Job description

Worthington Enterprises’ Customer Solutions Specialist is the front line for B2B IoT clients, handling routine service needs and owning each request until resolution. The role supports onboarding and training under the Senior Customer Success Manager, enabling adoption and timely updates for customers.

A hybrid role with cross-functional collaboration and a growing knowledge base, designed to scale with client needs and product complexity.