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