Customer Support Specialist - Learning

Lexipol LLC•Frisco, TX

2d•$24 - $24•Remote

About The Position

Lexipol is seeking an Online Learning Customer Support Specialist to join our Customer Support team. This role is responsible for responding to and resolving technical and administrative inquiries on behalf of our customers, primarily focusing on our Online Learning Solutions. The specialist will become a subject matter expert for these solutions, handling troubleshooting and bug triage from verification to ticket submission in Jira. Additionally, the role involves software incident management and offers future training on other Lexipol solutions. The position is remote and US-based, requiring candidates to already reside in the United States.

Requirements

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.
Must be a United States Citizen or Green Card holder.
Must be authorized to work for ANY employer in the U.S.

Nice To Haves

Experience with online learning or EdTech: you have provided customer support for an online learning platform.
First responder experience or background working with first responders or working in the first responder software industry is a definite plus.

Responsibilities

Respond to and resolve technical and administrative inquiries on behalf of customers.
Take ownership of software incident management.
Become a subject matter expert for Lexipol's online learning solutions.
Troubleshoot and perform bug triage for the online learning platform, including verification, replication, and submission of tickets through Jira.
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.
Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Keep records of all conversations and resolved cases in the call CRM system.
Frequently attend Product Update calls to improve knowledge and performance level.
Improve platform performance by identifying problems and recommending changes.
Document customer contacts within Salesforce.
Monitor individual metrics: cases closed daily & weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases.
Monitor Jira ticket status.
Communicate with the Customer Solutions team.
Assist internal users with product knowledge and troubleshooting.