Customer Success Specialist

Railinc•Cary, NC

1d•Onsite

About The Position

Railinc creates cutting-edge technology solutions for one of North America’s most important industries. From developing technology that supports critical operations, to track and trace applications, to Big Data analytics, Railinc is solving some of the railroad industry’s toughest challenges. At Railinc, we do work with a purpose – our efforts have a direct impact on economic growth, life-saving safety measures, and ground-breaking technology advances. If you want to work in tech and make a real difference in the world, Railinc is the place for you. The supplemental benefits of working at Railinc are numerous: impressively low health insurance premiums, flexible working hours, on-site workout facilities, community service and support efforts, company outings, and more. For more information, please visit www.railinc.com .

Requirements

Basic to intermediate-level experience with Microsoft Office Suite.
Ability to multitask and prioritize (professionally handle multiple customer cases in various stages of resolution on an ongoing basis).
Ability to communicate and follow up professionally within the organization and with external customers.
Demonstrated ability to solve minor to complex customer support issues.
Demonstrated a high degree of accuracy and attention to detail.
Availability to complete assignments that include on-call duties covering evenings (7:00pm – 7:00am), including weekends and holidays.
Bachelor’s degree required.
Strong communication, customer service, problem solving, and critical thinking skills.

Nice To Haves

Preferred exposure to coding languages such as Python and SQL.
Prior success working in a customer service role/environment preferred.

Responsibilities

Acting as a front-line liaison between the customer and Railinc products and services, the Customer Success Specialist possesses the proper product knowledge to train customers and recognize when to transition issues to the next level of Product Support.
Participate in product testing and verification, as well as assist with documenting customer requirements for enhancements to our applications.
Provide timely responses to customer emails, telephone inquiries, and chats for assistance in resolving issues with Railinc products, including timely and responsive emergency on-call support 24/7 (based on a rotating schedule).
Maintain tracking and reporting of all incidents, requests, and problems.
Learn Railinc products to ensure ability to assist customers in resolving issues.
Process all external communications.
Facilitate critical incident response coverage.