Remote Policy Support Specialist (SaaS)

Lexipol; Town of Texas (WI); On-site; USD 56,735,000 - 80,805,000; Full time

Job summary

Lexipol is seeking a Customer Support Specialist - Policy to join our remote team dedicated to frontline public safety professionals. You will troubleshoot technical and administrative inquiries for the LexOne Policy Solutions and own incident management from verification to ticket submission in Jira.

As a subject matter expert on Policy solutions, you will learn additional Lexipol products later in the year and collaborate with cross-functional teams to ensure high CSAT and efficient issue

Qualifications

• 2+ years of experience in software or SaaS technical support or 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.

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.
• Provide 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.

Skills

Software/SaaS support

Salesforce

Customer service

Communication

Team player

Growth mindset

GED/High School Diploma

Education

GED/High School Diploma

Tools

Jira

Salesforce

Job description

Lexipol is seeking a Customer Support Specialist - Policy to join our remote team dedicated to frontline public safety professionals. You will troubleshoot technical and administrative inquiries for the LexOne Policy Solutions and own incident management from verification to ticket submission in Jira.

As a subject matter expert on Policy solutions, you will learn additional Lexipol products later in the year and collaborate with cross-functional teams to ensure high CSAT and efficient issue