Customer Support Specialist - Remote

Overview

The Customer Support Specialist is a critical member of our customer success team, responsible for ensuring that our users have a seamless experience with our software platform.

In Short

• Provide consistently high-quality customer experiences for all Incident IQ customers.
• Serve as an initial point of contact for clients, respond to inquiries via email, phone and internal ticketing tools.
• Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open tickets.
• Track progress against milestones and identify any items holding up further implementation.
• Recognize opportunities for process improvement and provide input for proper implementation.
• Articulate technical and non-technical information to customers in a simple, clear and concise manner.

Requirements

• 2+ years of customer support experience in a technical field.
• 2+ years’ experience with inbound and outbound calls.
• Willing to work 11 am - 8 pm shift Monday through Friday.
• Excellent verbal and written communication skills and general proficiency in business writing.
• Ability to communicate and develop relationships with all levels of the organization.

Benefits

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone’s opinion matters!
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work/life balance.