About Sensi:
Sensi is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction.
Why Sensi:
If you want to work with a purpose - Sensi is the place for you! Join us in creating an ideal care environment for older adults and making Sensi a new industry standard for the long-term care industry. Sensi offers unique professional growth opportunities and the ability to impact the future of our company.
About the role:
As a Support Representative at Sensi, you will be a key member of our customer-centric Support team. You will be responsible for providing world-class technical support to our clients, assisting them in resolving software and hardware-related issues, and ensuring their satisfaction. This role requires a deep understanding of our products, excellent communication skills, and a passion for delivering top-notch customer service.
- Responsibilities:
- Be a subject matter expert in Sensi’s product and services.
- Provide excellent customer service and technical support by phone and email.
- Work closely with the customer success department on support related issues.
- Troubleshoot calls/requests simultaneously for various system types.
- Must be well organized handling a variety of client requests from beginning to end.
- Work closely with our operations, product, and engineering teams to resolve client requests promptly and accurately.
- Provide adhoc training on Sensi products and devices as needed.
- Make sure that clients know how to operate and navigate within the Sensi platform.
- Assist in pre-release testing of changes to production systems.
- Create and update knowledge base articles and user guides.
- Manage cross collaborative support related projects.
- Stay up-to-date with product updates and changes to effectively assist customers.
Requirements:
- 1-2 Years experience working in a SaaS support environment.
- Exceptional verbal and written communication skills.
- Strong customer service orientation aiming to delight our customers.
- Team player with the ability to work independently.
- Tech savvy (can understand how to troubleshoot and explain Sensi’s products).
- Quick learner and adaptable to evolving software and technologies.
- Familiarity with ticketing systems and customer support software is a plus.
- Strong documentation skills.
- Experience in Help Desk and Customer Service is a plus
- Prior experience working in a growing, fast-paced organization with a dynamic environment.
- English Native\proficient
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