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Role Description

The Customer Support team provides responsive support to first responder clients via phone, email, and chat. We troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration.

Lexipol is looking for an Online Learning Customer Support Specialist that will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. The Online Learning Customer Support Specialist will also take ownership of software incident management.

You will be provided with training to learn our Online Learning Solutions. The Online Learning Customer Support Specialist will be a subject matter expert for our online learning solutions. You will be responsible for troubleshooting and bug triage for the online learning platform from verification and replication through the submission of tickets through our Jira project management system. As a career growth opportunity, you will also be trained on all of our other solutions later in the year.

This is done through working in these areas of focus:

• Customer facing technical support (85%)
• Resolution of phone & non-phone cases
• Troubleshooting customer inquiries
• Communication of ticket resolution to customers
• Administrative duties (10%)
• Documentation of customer contacts within Salesforce
• Monitoring of individual metrics: cases closed daily & weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases
• Cross-departmental Collaboration (5%)
• Monitoring Jira ticket status
• Communicating with our Customer Solutions team
• Assisting internal users with products knowledge and troubleshooting

Primary Duties and 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

Qualifications

• 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

Requirements

• 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

• Good work/life balance for our team members.
• Collaborative team effort in which we support and assist each other.
• Comprehensive benefits package.
• 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.
• Health Insurance, Education benefits, and 401k

Compensation and Benefits

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

This role pays $24/hour which equivocates to $49,920 per year.