Sense builds home monitoring technology to help people understand their household energy consumption, know what is going on in their homes, and ultimately reduce their energy footprint. We help make homes safer, more efficient, and more reliable. We are serious about impacting climate change, and we regularly measure the reduction in carbon emissions from our technology.

Sense was founded in 2013 by pioneers in speech recognition technologies. This background provides the team with the intuition to unlock key insights relating to home energy efficiency and deliver those insights to customers. We use machine learning technology to provide real-time insights into device behavior. Customers rely on Sense for a wide range of uses including monitoring their home appliances, determining whether they left appliances running, finding faulty appliances, and identifying how to reduce energy costs.

The analyst will be working in tandem with our customer support team (internal & external) while reporting directly to the CSR Lead.

Responsibilities

• 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.
• Perform 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

• 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 you can answer questions.
• Research, extract, analyze, review, and validate customer data.
• Strong analytical and problem-solving skills
• Proactive, 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 is 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