Experienced Customer Support Specialist - Policy
Join careerzynith, a leading provider of policy, training, and wellness support solutions for first responders and public servants, as we continue to empower communities to meet the needs of their residents safely and responsibly. As an Experienced Customer Support Specialist - Policy, you will play a critical role in delivering exceptional customer experiences, resolving technical and administrative inquiries, and driving business growth.
**About careerzynith**
careerzynith is a mission-driven organization dedicated to creating safer communities and empowering 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. With a strong commitment to staff growth and development, we offer ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
**The Role**
As an Experienced Customer Support Specialist - Policy, you will be responsible for providing responsive support to first responder clients via phone, email, and chat. You will troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. You will also take ownership of software incident management and be trained on all of careerzynith's other solutions later in the year.
**Key Responsibilities**
* Provide exceptional customer service through phone, email, and chat support
* Troubleshoot technical issues and resolve customer inquiries in a timely manner
* Document and categorize support tickets in our call CRM system
* Monitor feedback and trends for cross-departmental collaboration
* Take ownership of software incident management
* Participate in product update calls to improve knowledge and performance level
* Improve platform performance by identifying problems and recommending changes
**Requirements**
* 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.
* careerzynith 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
**Compensation and Benefits**
careerzynith 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. This role pays $24/hour which equivocates to $49,920 per year.
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer (EOE) and 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.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Apply for this job
**About careerzynith**
careerzynith is a mission-driven organization dedicated to creating safer communities and empowering 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. With a strong commitment to staff growth and development, we offer ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
**The Role**
As an Experienced Customer Support Specialist - Policy, you will be responsible for providing responsive support to first responder clients via phone, email, and chat. You will troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. You will also take ownership of software incident management and be trained on all of careerzynith's other solutions later in the year.
**Key Responsibilities**
* Provide exceptional customer service through phone, email, and chat support
* Troubleshoot technical issues and resolve customer inquiries in a timely manner
* Document and categorize support tickets in our call CRM system
* Monitor feedback and trends for cross-departmental collaboration
* Take ownership of software incident management
* Participate in product update calls to improve knowledge and performance level
* Improve platform performance by identifying problems and recommending changes
**Requirements**
* 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.
* careerzynith 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
**Compensation and Benefits**
careerzynith 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. This role pays $24/hour which equivocates to $49,920 per year.
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer (EOE) and 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.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Apply for this job