Customer Support Specialist - Learning

Remote, US-based position. Candidates must already live in the United States.
#LI-Remote
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 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

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: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership
• Good work/life balance for our team members.
• Collaborative team effort in which we support and assist each other.
• 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

The Environment

• Our team is highly productive and works with urgency every day to serve the needs of public safety professionals.
• Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team.
• We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential.

• Collaborative team effort in which we support and assist each other.
• 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

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This role pays $24/hour which equivocates to $49,920 per year.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

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