What are the responsibilities and job description for the Customer Service and IoT Specialist l position at New Communication Systems LLC dba ScentBridge?
Position Summary:
We are seeking a skilled and reliable Customer Service & IoT (Internet of Things) Specialist I to join our team in South Deerfield, MA. The Customer Service & IoT Specialist I serves as the primary bridge between complex connected technology and the end-user. You will be responsible for providing entry-level technical support, troubleshooting basic hardware/software connectivity, and providing good customer experience for our suite of IoT products. You will also be communicating with the Field Service team while they are on service calls. This position requires attention to detail, the ability to follow procedures, and a strong commitment to safety and teamwork.
Key Responsibilities:
- Use IoT management platforms to monitor device health and identify any issues before they impact a larger user base
- Communicate with the Field Service Team while they are performing services to ensure all systems are performing properly and relaying information seen on the IoT platform
- Diagnose and resolve basic issues related to device connectivity (such as Wi-Fi, Bluetooth, LoRa and others), firmware updates, and cloud integration
- Manage customer inquiries via phone and email, translating technical jargon into clear, actionable instructions for non-technical users
- Contribute to Knowledge Base articles, FAQs, and internal "troubleshooting trees" based on recurring customer pain points
- Guide new users through the initial setup, pairing, and configuration of their IoT ecosystem
- Assist with any work as required by business needs
Qualifications:
- Some experience in technical support, ideally within the smart home, industrial IoT, or wearable tech sectors
- Basic understanding of networking protocols and wireless standards (Wi-Fi, BLE, Cellular IoT)
- Knowledge of IoT dashboards (e.g., AWS IoT Core, Azure IoT Hub, or proprietary device management portals)
- Basic knowledge in troubleshooting across iOS, Android, and web-based applications
- Basic understanding of how APIs (application programming interface) work to troubleshoot integration issues between third-party apps
- The ability to remain calm and supportive when customers are frustrated by technology
- A methodical approach to "isolating the variable" when a device fails to connect
- Exceptional written and verbal skills with an emphasis on clarity and brevity
- IoT is a fast-moving field; you must be willing to learn new firmware features and hardware iterations often
- Ability to work both independently and as part of a team
Compensation & Benefits:
- Competitive wages
- Comprehensive benefits package including:
- Medical, dental, and vision insurance
- Short-term and long-term disability
- Voluntary Life & Accidental insurance
- Paid vacation time
- 401(k) plan with company matching
- Employee discounts on company products
- 13 paid holidays annually
Work Environment:
This position is based in a manufacturing facility.
How to Apply:
Interested candidates are encouraged to apply to join a growing team dedicated to quality craftsmanship and innovation in fragrance diffuser systems.
Pay: $24.50 - $28.50 per hour
Expected hours: 40.0 per week
Work Location: In person
Salary : $25 - $29