Customer Support Analyst

About Sense

Sense is a fast-growing greentech scale-up based in Cambridge, MA. We build smart home monitoring systems to help people take command of their energy usage, saving money while combating climate change. Our mission is to reduce global carbon emissions by making homes smart and efficient, and we’re looking to make an impact at scale: Sense’s technology has the potential to remove one gigaton of carbon from the atmosphere every year.

We’re looking for talented self-starters who want to be part of the energy transformation and are ready, willing, and able to tackle tough challenges and complex technical problems. When you join the Sense team, you’re helping us build a cleaner, more resilient future.

Sense supports a diverse, equitable, and inclusive workplace and is an equal opportunity employer. We strive to foster an engaging, respectful, and supportive community where everyone feels empowered to do their best work.

Job Description

The analyst will be working in tandem with our Customer support team (internal & external) while reporting directly to the Director of Customer Success. Helping maintain benchmarks & KPI’s, emails, voice & chat channels, customer escalations, and day-to-day account management.

Requirements

• Maintaining open communication with our Senior Technical lead & Director of Customer Success
• Maintain a deep level of technical understanding of the Sense monitor and surrounding applications with the ability to identify trends
• Develop knowledge base articles, and other forms of documentation to help communicate new leanings to customers and potential customers & co-workers.
• Responsible for handling tiered escalation directly with customers to defuse any customer service issues
• Maintaining clear communication between Support L2 and Jira-related functionality. This requires acute processing of descriptive information delivered by phone, email, text, via a remote connection, etc
• Understand customer data components and attributes. Ability to draw inferences in the context of an overall picture.
• Ability to do data profiling and data discovery with the ability to determine data patterns. Learn to recognize different devices and appliances by looking at their electrical signature
• Learn about our innovative Sense home energy monitoring hardware and software in depth Learn to troubleshoot and resolve device model issues
• Working with customers & Data Science team, and Support teammates to help diagnose and resolve device model performance issues, as well as investigate customer issues and problems
• Maintenance and monitor daily ticketing systems

Requirements

• Eager to work in a young, fast-paced and exciting startup environment
• Experience in customer service is essential
• Sufficient in Zendesk & Salesforce SAS a plus, but not required
• Ability to work under pressure
• A result-oriented approach
• Deliver a positive, empathetic, and professional attitude toward customers at all times.
• Proven passion for the data quality discipline. Responding promptly to customer inquiries.
• Communicating with customers through various channels (Email, Phone & Chat)
• Acknowledging and resolving customer complaints.
• Research, extract, analyze, review, and validate customer data.
• Strong analytical and problem-solving skills
• Quick learner, inquisitive, intellectually curious & strong attention to detail
• Full-Time Position (Comfortable working in office 3-day minimum)

Benefits

• Be a part of building something that will make a difference in the world.
• Great opportunity to gain experience at a consumer smart home startup.
• Competitive compensation including equity
• Great work-life balance
  • Flexible work hours
  • Vacation starting at 3 weeks/year + 1 week paid sick time
  • Paid parental leave (5 weeks or more depending on location)
  • Dependent Care Accounts
• Generous healthcare benefits for employees and dependents
  • Medical (90% of the premium and first 50% of the deductible)
  • Dental (90%)
  • Vision (100%)
  • Flexible Spending Accounts
  • Life, AD&D, long- and short-term disability insurance (100%)
• 401k plan with company match
• Free Sense energy monitor for your home, discounts for friends and family