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.

What Youll Do

• 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.

Case Management & Internal Coordination 25%

• 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.

How This Role Partners With Customer Success

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.

What Were Looking For

Someone who combines a customer-first mindset with technical curiositycomfortable troubleshooting a connected technology solution while also building relationships communicating confidently with customers and taking ownership through resolution.

• 25 years in B2B customer service client support technical support customer operations or a similar customer-facing role.
• Clear written and verbal communication including the ability to explain technical steps in plain language.
• Demonstrated ownership and follow-through when juggling multiple requests across internal teams with the judgment to tell routine issues from ones that need escalation.
• Comfort learning a connected solution spanning hardware cloud services web software and a mobile app.
• Demonstrated ability to troubleshoot customer issues by asking effective questions gathering relevant information testing potential solutions and communicating next steps clearly.
• Experience with a CRM ticketing or comparable case-management system and the flexibility to work in a growing environment where processes are still taking shape.

• Experience supporting SaaS IoT or other connected technology products.
• Experience assisting with customer onboarding implementation or user enablement.
• Basic understanding of networking connectivity device setup or cloud applications.
• Familiarity with Microsoft Dynamics Salesforce Zendesk Jira or similar platforms.