Customer Support Specialist

Lexipol LLC • Frisco, TX

2d • Remote

About The Position

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work
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

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 authorized to work in the US”
• No visa sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa (H1-B, Student visa, or OPT visa) at this time.

Nice To Haves

• 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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED