Customer Success Specialist

Location: Cary NC (Onsite presence is required)

The supplemental benefits of working at Railinc are numerous: impressively low health insurance premiums, flexible working hours, on-site workout facilities, community service and support efforts, company outings, and more. For more information, please visit

• Act as a front-line liaison between the customer and Railinc products and services, possessing the proper product knowledge to train customers and recognize when to transition issues to the next level of Product Support.
• Participate in product testing and verification, and assist with documenting customer requirements for enhancements to our applications.
• Provide timely responses to customer emails, telephone inquiries, and chats for assistance in resolving issues with Railinc products, including emergency on‑call support 24/7 (based on a rotating schedule).
• Maintain tracking and reporting of all incidents, requests, and problems, learn Railinc products to ensure ability to assist customers in resolving issues, process all external communications, and facilitate critical incident response coverage.
• Advance on an accelerated track for promotion and increased responsibility. Railinc trains and supports Customer Success Specialists to be promoted to Business Analysts in future years; as a Business Analyst you will assist in managing industry projects, assisting development teams, and contributing to the creation of new features and functionality for Railinc products and services.
• Motivated individuals who want to perform at a high level and succeed are well-suited for the position. Railinc is committed to investing in employees’ futures and will support their growth.
• Basic to intermediate-level experience with Microsoft Office Suite.
• Preferred exposure to coding languages such as Python and SQL.
• Ability to multitask and prioritize (professionally handle multiple customer cases in various stages of resolution on an ongoing basis).
• Ability to communicate and follow up professionally within the organization and with external customers.
• Demonstrated ability to solve minor to complex customer support issues.
• Demonstrated a high degree of accuracy and attention to detail.
• Prior success working in a customer service role/environment preferred.
• Availability to complete assignments that include on‑call duties covering evenings (7:00pm – 7:00am), including weekends and holidays.

• Strong communication, customer service, problem solving, and critical thinking skills.

• Sedentary work: Assignment involves sitting at a workstation (desk) most of the time (up to 8 hours) with only occasional walking and/or standing.
• Keyboarding: Primarily using fingers for typing.
• Talking: Expressing or communicating verbally through spoken words (accurately conveying detailed or important spoken instructions to others).
• Hearing: Ability to receive detailed information through oral communication and to make discriminations in sound.
• Visual: Through close visual acuity, required to perform activities such as preparing and analyzing data and figures; transcribing; viewing computer terminal; extensive reading (with or without correction).
• Environment: The role is performed predominantly in an office setting; no substantial exposure to adverse environmental conditions.

Equal Opportunity Employer
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