Customer Support Specialist

Remote, US-based position.

Candidates must already live in the United States. #LI-Remote “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.

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 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  Requirements :   To be considered for this role, you will have this experience : 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  Preferred Experience : 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 Target Outcomes / Target Results Improve customer experience 10-20 customer issues resolved on a daily basis  Maintain an exceptional customer satisfaction (CSAT) score Minimize average handle time Maximize first call resolution percentage Employee Value Proposition The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.

Lexipol is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company.  Our leadership team and company culture hold and exemplify values of :