Why Join Our Team?
We partner with a global leader in retail technology and analytics, a company that empowers the world's top retailers with cutting-edge sensor and data solutions. Their mission is to transform retail performance by turning store traffic data into actionable insights.
As a key member of their support team, you won't just answer tickets—you will be the technical guardian of a global network of smart devices and the trusted advisor to clients relying on critical data to drive their business decisions. This is a role for someone who loves problem-solving, thrives on precision, and is passionate about delivering exceptional, proactive support.
Job Overview
As a Technical Customer Success Specialist, you will be the frontline expert ensuring the integrity and health of our client's sophisticated retail analytics platform. Your core mission is twofold: to audit the accuracy of sensor data with a meticulous eye, and to proactively monitor and maintain the health of a global network of devices. You will ensure retailers receive flawless, reliable data to make confident, profit-driving decisions.
Key Responsibilities:
Data Accuracy & Quality Assurance:
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Conduct precise audits of sensor and camera data, meticulously verifying that device foot-traffic counts reflect actual in-store activity.
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Perform peer-review quality assurance (QA) audits to uphold team-wide accuracy standards.
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Ensure all QA audit counts are accurate and submitted into the database within defined timeframes.
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Uphold the gold standard for data quality that our client's retail partners depend on.
Proactive Device Network Management:
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Monitor the global health and status of thousands of connected sensors and cameras.
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Proactively identify, triage, and resolve device health issues, performing first-touch resolution wherever possible.
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Adhere to and execute within strict Service Level Agreements (SLAs), such as actioning offline sensors within 48 hours.
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Work to maintain an average network health score of 90% or above.
Technical Customer Support & Success:
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Manage and resolve customer support tickets via Zendesk for both internal teams and external retail clients, adhering to response and resolution SLAs.
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Go beyond ticket closure by providing upward feedback on systemic technical issues, contributing to long-term product and process improvements.
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Maintain and enhance the customer support knowledge base (articles, FAQs) to enable faster resolution and empower users.
Requirements
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Proven Experience: 2+ years in a technical support, customer success, or QA role, preferably within a SaaS, IoT, or technology-driven environment.
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Analytical Meticulousness: Exceptional attention to detail and a commitment to accuracy, essential for data auditing and technical troubleshooting.
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Technical & Customer Fluency: Ability to translate technical issues into clear, concise, and professional communications for customers and internal teams.
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System Proficiency: Experience with customer support platforms like Zendesk, Freshdesk, or Salesforce Service Cloud. Familiarity with IoT or device monitoring dashboards is a strong plus.
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Proactive Mindset: A natural inclination to monitor, identify, and solve problems before they escalate.
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Collaborative Spirit: Excellent interpersonal skills to collaborate effectively with global operations, sales, and success teams.
Independent Contractor Perks
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Health Insurance in eligible locations
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Permanent work from home
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Immediate hiring