Technical Customer Support Specialist - Delivering Exceptional User Experiences in Smart Cities and IoT

Join Soofa, a Pioneering MIT Startup Revolutionizing Urban Living

Soofa is at the forefront of making cities smart, social, and sustainable through its innovative neighborhood news feed that connects communities via publicly accessible screens. As a woman-founded MIT startup, we're driven by a passion to enhance urban living and foster community engagement. With a strong foundation in Advertising, Sensors, Internet of Things (IoT), and Smart City technologies, we're expanding our reach and making a tangible impact.

We're now seeking a highly skilled and technically adept Customer Support Specialist to be the face of our customer experience, ensuring that our diverse clientele, ranging from city officials and residents to advertisers, receive top-notch support. As our first in-house Customer Support Specialist, you'll play a pivotal role in shaping our customer support processes, troubleshooting complex issues, and collaborating with our product, sales, and marketing teams to drive continuous improvement.

About Our Company Culture

At Soofa, we pride ourselves on a culture that values talent development, personal growth, and community. Our team is small, dynamic, and passionate, with a shared stake in making a difference. We believe in fostering an environment that is inclusive, supportive, and conducive to creativity and innovation. Learn more about our culture and what makes us unique here.

Key Responsibilities

• Develop and implement customer support processes to enhance customer satisfaction and loyalty
• Assess support statistics and prepare detailed reports to identify trends and areas for improvement
• Respond to customer inquiries via chat, email, or phone in a timely and accurate manner, ensuring that issues are resolved efficiently
• Identify customer needs and provide guidance on using specific features and functionalities
• Collaborate with our product, sales, and marketing teams by sharing customer feedback and feature requests to drive product development and improvement
• Analyze and report product malfunctions by testing different scenarios, impersonating users, and providing actionable insights
• Maintain and update our internal databases with information about technical issues, resolutions, and useful discussions with customers
• Monitor social media for customer complaints and proactively reach out to provide assistance and resolve issues
• Follow up with customers to ensure that their technical issues are fully resolved, promoting a positive customer experience

Essential Qualifications and Skills

To succeed in this role, you should have:

• A minimum of 3+ years of experience as a Customer Support Specialist or in a similar highly technical customer support role
• Familiarity with our industry or a related field, although not essential, is considered a plus
• Experience using help desk software and remote support tools, with a preference for Freshdesk
• Top-notch oral, written, and interpersonal abilities, with the capacity to communicate complex technical information in a clear and concise manner
• Well-developed arbitration skills, with the ability to remain open-minded, objective, and empathetic when dealing with customer complaints
• Excellent problem-solving skills, with a proactive approach to troubleshooting and resolving technical issues
• Comfortable learning new software and technologies, with a willingness to adapt to evolving customer needs and product developments
• Self-driven and able to handle multiple tasks simultaneously, prioritizing tasks effectively to meet customer needs and support objectives
• Strong analytical skills, with the ability to analyze data, identify trends, and provide actionable insights to drive improvement

Bonus Points

• Experience using Freshdesk or similar help desk software
• Familiarity with the smart cities space and/or working with municipalities as a customer category

What We Offer

At Soofa, we believe in providing a comprehensive benefits package that supports our employees' well-being and career growth. Our benefits include:

• A flexible work environment that allows you to work from our Cambridge HQ or remotely, depending on your preference
• Generous healthcare, dental, vision, and parental leave packages to support your physical and mental health
• Free short- and long-term disability and life insurance to provide peace of mind
• Flexible PTO to ensure you have the time you need to recharge
• A dog-friendly office that welcomes your furry friends
• Virtual and in-person team events to foster a sense of community and connection
• A company culture focused on talent development, personal growth, and caring personally

Career Growth and Learning Opportunities

As a Customer Support Specialist at Soofa, you'll have the opportunity to develop your skills in a fast-paced and dynamic environment. You'll work closely with our product, sales, and marketing teams to drive continuous improvement and innovation, gaining valuable insights into the smart cities and IoT industries. Our commitment to talent development means that you'll have access to training and growth opportunities to help you advance in your career.

Why Join Soofa?

If you're passionate about delivering exceptional customer experiences, working in a dynamic and innovative environment, and making a tangible impact in the smart cities and IoT industries, we want to hear from you. Soofa is an Equal Opportunity Employer that values diversity and inclusion, and we're committed to creating a workplace that is welcoming and inclusive for all employees.

Don't miss this opportunity to join our team and be part of a pioneering startup that's revolutionizing urban living. Apply now and take the first step towards a rewarding and challenging career in customer support.

Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment. We do not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.