Customer Support Specialist

Technology With a Mission

Identiv IoT is at the forefront of IoT innovation, transforming everyday objects into smart, connected devices. Embedded in over 1.5 billion global IoT applications, our advanced IoT solutions seamlessly connect physical objects to digital identities, enhancing global connectivity and driving innovation. Complemented by our powerful bitse.io connecting cloud, we deliver complete, customized experiences that cater to our customers' unique needs. At Identiv IoT, we swiftly respond to client requirements, constantly push the boundaries of IoT technology, and ensure the highest quality in our products.

At Identiv IoT, every individual and every action holds significance. We firmly believe that the key to our success lies in having the best individuals occupying exciting, aligned, relevant, and empowered roles with clear missions, goals, and measurable outcomes. Join us and be a part of shaping the future of IoT technology.

Identiv IoT Values

Innovation: We lead the way in IoT technology, creating smart, connected solutions that transform everyday objects into intelligent devices.

Connectivity: We bridge the gap between the physical and digital worlds, making connectivity simple and reliable.

Security: We prioritize security in every solution, ensuring data integrity and protection against cyber threats.

Sustainability: We are committed to creating eco-friendly solutions that enhance business operations while reducing environmental impact.

The Customer Support Specialist is responsible for delivering exceptional customer service by addressing inquiries, resolving issues, and providing information to ensure a positive customer experience. This role involves collaborating closely with sales, marketing, operations, product management, and factory teams to ensure operational excellence, customer retention, and satisfaction.

Responsibilities and Duties

• Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing information to ensure a positive customer experience.
• Act as the bridge between Sales, Customer Support, and the Factory, fostering collaboration and ensuring seamless communication.
• Support the Sales Team throughout the sales cycle, providing knowledgeable assistance and maintaining a deep understanding of products and services.
• Analyze customer data to identify trends, preferences, and areas for improvement, contributing to an enhanced customer experience.
• Oversee the entire support process, from initial contact to issue resolution, ensuring a smooth and efficient customer support experience.
• Develop healthy customer relationships by enhancing their knowledge of products and services, acting as a trusted advisor, and promoting transparency.
• Evaluate and analyze customer needs to provide tailored solutions and personalized support.
• Provide comprehensive support to customers, assisting them in resolving their issues promptly and effectively.
• Take a proactive approach by supplying customers with relevant product-related documents to prevent potential issues and ensure a seamless experience with our products.
• Manage project activities overseeing the distribution and collection of customer questionnaires, coordinating with various teams to gather information, creating and updating FAQs, and organizing data in customer folders for future reference and utilization.
• Onboard new clients effectively, providing guidance, training, and support to ensure a seamless transition and promote customer loyalty.
• Act as a customer advocate within the organization, representing customer interests and advocating for their needs.
• Promote customer loyalty through proactive communication, problem-solving, and delivering exceptional service that exceeds expectations.
• Manage projects related to customer support and service improvement initiatives, collaborating with cross-functional teams to achieve objectives.

Requirements

• High school diploma or equivalent required; previous Customer Service or Sales Support experience preferred.
• Seeking a highly organized and focused individual who is goal-oriented, adept at problem-solving, and possesses a creative mindset.
• Excellent verbal and written communication skills to interact effectively with customers, sales teams, and internal stakeholders.
• Strong customer service orientation with a passion for building relationships and promoting customer loyalty.
• Ability to analyze customer data, identify patterns, and make data-driven recommendations for enhancing the customer experience.
• Experience in project management, with the ability to handle multiple tasks, prioritize effectively, and meet deadlines.
• Basic technical knowledge and proficiency in using CRM software, helpdesk systems, and other customer support tools.
• A team player mindset with the ability to collaborate effectively with cross-functional teams and support colleagues.
• Flexibility to adapt to changing priorities, processes, and customer needs in a dynamic work environment.
• Ability to demonstrate flexibility in managing calls and meetings across different global time zones.
• Sales force CRM and/or NetSuite ERP system knowledge is highly desired.

Characteristics Desired

• Hands-on approach, enjoying rolling up your sleeves and getting things done, both independently and collaboratively
• Possesses outstanding character and a magnetic personality
• Dedicated team player who genuinely invests in the success of others and enjoys collaborative work
• Strikes a balance between working smart and working hard, committing to achieving goals and mission without engaging in unnecessary tasks
• Exceptional problem-solving skills with a passion for finding effective solutions
• Strong communication skills, able to convey complex ideas clearly and concisely
• Adaptable and resilient, able to thrive in a fast-paced and dynamic environment
• Demonstrates a high level of integrity, honesty, and ethical behavior
• Eager to learn and continuously improve, seeking out opportunities for personal and professional growth
• Embraces diversity and inclusivity, respecting and valuing different perspectives
• Confident decision-maker with the ability to take initiative and lead when necessary
• Committed to delivering exceptional customer experiences and exceeding expectations
• Enjoys a sense of fun and brings a positive attitude to the workplace

Benefits

Equal Opportunity Employer

Identiv is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity and believe that a diverse workforce enriches our company culture and enhances our ability to serve our customers and clients effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Identiv does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs. As an equal-opportunity employer, we are dedicated to the principles of affirmative action and take proactive measures to ensure equal opportunity in employment. We are proud of our diverse workforce and remain committed to fostering an inclusive environment that celebrates the unique perspectives and talents of everyone.