Note: The job is a remote job and is open to candidates in USA. Lexipol is the leader in advancing total readiness for public safety agencies. The Customer Support Specialist - Policy will provide responsive support to first responder clients, troubleshoot technical issues, and manage software incident management.
Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner
- Take appropriate steps to bring any open support cases to resolution in a timely manner
- Help customers troubleshoot issues they encounter while using the platform and provide tips to resolve the problem
- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
- Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way
- Frequently attend Product Update calls to improve knowledge and performance level
- Improve platform performance by identifying problems & recommending changes
Skills
- 2 years of experience in software or SaaS technical support or a related customer support field
- Minimum of one year of Salesforce experience
- Professional verbal and written communication skills
- Ability to provide superior customer service
- Desire to grow within the company
- Work well in a team environment
- GED/High School Diploma
- Good job stability
- Applicants must be a United States Citizen or Green Card holder
- Candidates must already live in the United States
- Applicants must be authorized to work for ANY employer in the U.S
- Experience with a content management platform: you have provided customer support for a content management platform
- First responder experience or background working with first responders or working in the first responder software industry is a definite plus
Benefits
- Comprehensive benefits package.
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- Health Insurance, Education benefits, and 401k
- 401(k) with Company match
- A flexible paid time off plan
Company Overview