Customer Success Specialist

Job Description

Job Description

We are looking for a driven and results-oriented Customer Success Specialist to join our team in Irving, Texas. In this Contract-to-Permanent position, you will play a vital role in ensuring exceptional support for first responders and small to medium-sized businesses within the law enforcement community. This dynamic role requires adaptability, a proactive mindset, and a strong commitment to delivering outstanding customer experiences.

Responsibilities :

• Act as a trusted advisor by providing technical and business support to both internal and external customers.
• Diagnose and resolve customer issues quickly and effectively, ensuring minimal disruption.
• Maintain high levels of customer satisfaction through empathetic communication and superior service.
• Accurately manage and verify customer account information to ensure compliance and accuracy.
• Collaborate with cross-functional teams, including Customer Experience, Development, Sales, Product, and Marketing, to address customer needs.
• Create and maintain comprehensive documentation, including processes, procedures, and guides, to support both customers and internal teams.
• Escalate complex issues while maintaining ownership and accountability for resolution.
• Gather and share customer feedback to help drive improvements in products and processes.
• 2+ years of experience in technical support, software support, or customer service roles.
• Demonstrated ability to troubleshoot and resolve technical issues with a solution-oriented approach.
• Excellent written and verbal communication skills, with the ability to simplify complex topics for diverse audiences.
• Familiarity with tools such as Salesforce Service Cloud, Jira, Excel, and Visio is preferred.
• Proven ability to manage multiple priorities and perform effectively in fast-paced environments.
• Bonus : Knowledge of the operations and needs of law enforcement agencies.
• Willingness to work flexible hours, including non-standard shifts or overtime, as needed.