Part-Time IoT Solutions Specialist

AquaPhoenix; Hanover (York County); On-site; USD 21,000 - 30,000; Part time

Job summary

AquaPhoenix Scientific in Hanover, PA has a part-time opening for a Technical Solutions Specialist to join our Technology Team. The TSS serves as the first point of contact to provide responsive technical and account assistance to customers using our IoT-enabled devices, connected hardware, and software platforms.

This flexible role is generally 25 hours or less per week and reports to the Technical Support Supervisor.

Qualifications

• 2–5 years’ work experience in a B2B customer facing technical role.
• Ability to learn and apply IoT hardware, software and industry knowledge.

Responsibilities

• Serve as an initial point of contact for customers seeking technical support and troubleshooting issues related to IoT devices, connectivity and software platforms via phone, email and chat.
• Strive for a “one-call” resolution by assessing and identifying customer concerns in a logical, step-by-step manner.
• Exceed customer expectations by delivering timely responses, effective solutions, and consistent follow through.
• Guide customers through troubleshooting processes related to device setup, connectivity issues, data transmission and system behavior.
• Escalate complex or unresolved IoT technical issues to the next level for resolution as required.
• Coach and educate customers on IoT device functionality, software features and upcoming enhancements.
• Translate complex technical concepts/solutions into clear, concise instructions for customers with varying technical skills.
• Onboard new customers through IoT device setup or conversion as required.
• Work closely with product teams to drive prompt resolution of hardware, firmware, and connectivity concerns.
• Monitor support metrics such as ticket backlog, time to close, and escalations.

Skills

Customer facing

Troubleshooting

IoT concepts

Education

High school diploma or equivalent

Job description

AquaPhoenix Scientific in Hanover, PA has a part-time opening for a Technical Solutions Specialist to join our Technology Team. The TSS serves as the first point of contact to provide responsive technical and account assistance to customers using our IoT-enabled devices, connected hardware, and software platforms.

This flexible role is generally 25 hours or less per week and reports to the Technical Support Supervisor.