Support Specialist at C3 IoT
Redwood City, CA, US
C3 IoT is seeking a highly qualified Support Specialist to join the C3 IoT Services team. The Support Specialist is a C3 IoT product expert skilled in providing exemplary product support. This professional will engage with C3 IoT customers to 1) accurately assess the cause of the customer inquiry, 2) set customer expectations regarding C3 IoT’s approach to address customer concerns, and 3) execute the necessary internal and customer interactions to successfully resolve each customer’s product or service related issue.

This professional should have customer service experience specifically with software products delivered as a software-as-a-service and platform-as-a-service offerings. This candidate must demonstrate an interest in advancing his/her career resulting from product and service experience engaging directly with customers and across C3 IoT’s operating teams.

Duties and Responsibilities:

Become a product expert in C3 IoT applications
Develop C3 IoT application development expertise in support of our Platform as a Service model (PaaS)
Assist in the development of a global customer support organization.
Assess and prioritize customer product change requests and validate in advance of customer upgrades.
The Support Specialist must be able to research problems thoroughly and clearly characterize customer and partner reported issues
Clearly document customer interactions and issues and communicate to customers, partners and internal C3 IoT organizations
Contribute to the evolution of the C3 IoT support organization with industry best practices and tools to support improving customer support experiences
Customers, partners and C3 IoT employees recognize and appreciate the assistance provided
Demonstrate a consistently high level of professionalism and courteousness in all customer, partner and internal interactions
Support the C3 IoT product definitions by contributing concise and thoughtful customer feedback
Assist in planning and validation of product releases
Create test automation scripts for new products and new customer releases
Perform application configuration
Skills and Experience:

Software product development and support experience
JavaScript expertise
Proficient with test automation tools
Effective verbal and written communications
Proficient with Office productivity software
Proven experience in cross-organizational collaboration
Bachelor’s degree required, advanced degree preferred
Proven ability to work effectively in a dynamic, fast-paced environment