The Customer Support Analyst position is expected to interact with our customers on a day to day basis providing best in practice support. In this role you will extract, analyze, review, validate, and report on the quality and use of customer data across the enterprise. You will also be asked to handle returns processing and escalate complaints across our support platform. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Here at Sense, we are building technology that detects when home appliances turn on and off in real-time simply by looking at electrical signatures. The Support Analyst will play a crucial role by correctly identifying the electrical signature and other characteristics of a wide variety of appliances and other devices.

• Understand the interaction between data flows and business processes including the business impact of data fields.
• Understand customer data components and attributes.
• Ability to draw inferences in the context of an overall picture.
• Strong understanding of data extraction, transformation, and reporting.
• 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
• Work with customers, our Data Science team, and your Support teammates to help diagnose and resolve device model performance issues, as well as investigate customer issues and problems
• Develop Knowledge Base articles, and other forms of documentation, to help communicate the things you learn to customers, potential customers, and co-workers
• Take ownership of assigned tasks with an appropriate level of urgency in seeing them get resolved

Requirements

• Maintaining 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.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Research, extract, analyze, review, and validate customer data.
• Strong analytical and problem-solving skills
• Pro-active, collaborative, creative, energetic & passionate about building a great product
• Quick learner, inquisitive, intellectually curious & strong attention to detail
• Basic programming experience and / or Linux familiarity a plus, but not required
• Full-Time Position (Comfortable working in office 3 day minimum in office)

Benefits

• Competitive Salary
• Be a part of a team that will make a difference in the world.
• Gain experience at a startup building a consumer product from the ground up.
• Work with a small team of experienced entrepreneurs creating revolutionary technology.
• Benefit packages
• Headphone allowance & remote package
• Best startup in Cambridge - Tech Tribune
• Location (conveniently located in Cambridge)
• 50 on Fire
• Best consumer AI Technology