Customer Support Specialist - Policy

Title:

Customer Support Specialist - Policy

Customer Support

Remote

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 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 a Policy Customer Support Specialist that will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. The Policy Customer Support Specialist will also take ownership of software incident management.

You will be provided with training to learn our Lex One Policy Solutions. The Customer Support Specialist will be a subject matter expert for our Policy solutions. You will be responsible for troubleshooting and bug triage for the Policy 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.

• 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

• 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

• 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

• 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

• 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

• Lexipol…