Note: The job is a remote job and is open to candidates in USA. Lexipol provides content and technology solutions for public safety professionals and first responder organizations. The Customer Support Specialist - Policy responds to and resolves technical and administrative customer inquiries, troubleshoots the Policy platform, manages software incidents, and performs bug triage and case documentation. The role also supports cross-departmental collaboration and helps improve platform performance and customer experience.
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 authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
- 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
- Monthly, quarterly, or annual incentive
- 401(k) with Company match
- Flexible paid time off plan
- Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
- A collaborative and mission-driven work environment
- Opportunity to be a change agent in a continually evolving company
Company Overview