Your mission
Today, Sensorfact does not have an official (technical) customer support department. Our onboarding team (consisting of ~20 FTE) is responsible for solving technical support issues. However, the core competence (and target) of the onboarding team is to onboard new customers, not to solve technical support issues. Therefore, support issues nowadays are not always solved properly. Now that we’ve grown to a business with ~2000 customers, we believe the time is right to set up a separate technical customer support team.
Key responsibilities
We are a hardware-enabled SaaS company. We help to eliminate waste in the industry. Our physical (non-invasive, plug & play) sensors are installed on our customers’ assets (e.g., machines, water pipes, gas meters, etc.). Their measurements are shown in our software.
The key “symptom” of technical support issues coming from our customers, is that the data shown in our software is not accurate. This can be the case for one, some, or all of their sensors. Sometimes there is no data visible at all, in other cases the measurements shown in our software are too high or too low.
The underlying reason for non-accurate / non-visible data can be various. It can be hardware-related: e.g., the sensor has not been properly installed by the customer. It can be connectivity-related: e.g., the sensor has been properly installed, however the bridge (router) picking up data from the sensor and sending it to the cloud does not function. It can also be software-related: e.g., the voltage settings in our software are not adjusted for the specific location of the customer, therefore we are showing too high or too low energy consumption values.
Our customers typically don’t know the root cause of the non-accurate / non-visible measurements, so it is the task of the technical onboarding specialist to identify the root cause and solve it.
Key responsibilities include:
Key responsibilities
We are a hardware-enabled SaaS company. We help to eliminate waste in the industry. Our physical (non-invasive, plug & play) sensors are installed on our customers’ assets (e.g., machines, water pipes, gas meters, etc.). Their measurements are shown in our software.
The key “symptom” of technical support issues coming from our customers, is that the data shown in our software is not accurate. This can be the case for one, some, or all of their sensors. Sometimes there is no data visible at all, in other cases the measurements shown in our software are too high or too low.
The underlying reason for non-accurate / non-visible data can be various. It can be hardware-related: e.g., the sensor has not been properly installed by the customer. It can be connectivity-related: e.g., the sensor has been properly installed, however the bridge (router) picking up data from the sensor and sending it to the cloud does not function. It can also be software-related: e.g., the voltage settings in our software are not adjusted for the specific location of the customer, therefore we are showing too high or too low energy consumption values.
Our customers typically don’t know the root cause of the non-accurate / non-visible measurements, so it is the task of the technical onboarding specialist to identify the root cause and solve it.
Key responsibilities include:
- Troubleshooting technical support issues, most commonly:
- Offline / malfunctioning sensors/bridges (fully offline or periods of online/offline alternating)
- (Bridge) connectivity issues (bridges can be connected via 4G, WiFi or ethernet)
- Data discrepancies (sensor measurements visible in our software, but inaccurate)
- Clear, punctual and friendly communication with customers
- Developing /improving processes / manuals for the technical customer support function, to improve effectiveness and efficiency