SME – Computer User Support Specialist
Empower AI
Customer Service Specialist
SORACOM
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Colorado, Illinois, Texas • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
- Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
- Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
- Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
- Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
- Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.
- You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.
Requirements
- 2-4 years of customer service or account management experience.
- Strong verbal and written communication skills.
- Proficiency with invoicing tools and shipping logistics platforms is a plus.
- Ability to work independently in a remote environment.
- Familiarity with order fulfillment and logistics processes is a plus.
- You have extensive experience working with Salesforce and Slack.
- Bonus Points If…
- You also speak Spanish.
- You have worked with partners before as part of the sales cycle.
Benefits
- Accelerated Learning, Real Impact: At Soracom, you’ll grow faster than you thought possible. The pace, exposure, and ownership you’ll experience in your first six months rivals what many professionals gain in years elsewhere.
- Global Collaboration: Join a truly international team where innovation thrives. You’ll work alongside exceptional colleagues from across the world — engineers, designers, and leaders united by curiosity, humility, and a shared mission to connect everything, everywhere.
- Purpose-Driven Work: Your ideas will matter. From day one, you’ll take on meaningful challenges that directly shape how people and businesses connect through IoT technology.
- Competitive Rewards: We offer a comprehensive compensation and benefits package, including medical, dental, vision, life insurance, and retirement plans designed to support you and your family.
- Balance & Well-Being: Enjoy paid time off and a flexible culture that respects life outside of work — because creativity and innovation thrive when people are cared for.
- Empowered by Technology: You’ll receive access to cutting-edge tools, empowering you to do your best work in the most modern, connected way possible.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceaccount managementinvoicingshipping logisticsorder fulfillmentreportingtroubleshooting
Soft skills
verbal communicationwritten communicationindependencecustomer-centricproactiveemotionally mature
