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Customer Success Specialist
2 months ago
Railinc creates cutting-edge technology solutions for one of North America’s most important industries. From developing technology that supports critical operations, to track and trace applications, to Big Data analytics, Railinc is solving some of the railroad industry’s toughest challenges. At Railinc, we do work with a purpose – our efforts have a direct impact on economic growth, life-saving safety measures, and ground-breaking technology advances. If you want to work in tech and make a real difference in the world, Railinc is the place for you.
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 www.railinc.com.
POSITION SUMMARY:
The Customer Success Specialist provides customer support for Railinc products and services, assisting with resolving problems and ensuring complete customer satisfaction.
JOB ACCOUNTABILITY/RESPONSIBILITIES:
Act as a front-line liaison between the customer and Railinc products and services, the Customer Success Specialist possesses 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, as well as assist with documenting customer requirements for enhancements to our applications.
Customer Success Specialists are expected to provide timely responses to customer emails, telephone inquiries and chats for assistance in resolving issues with Railinc products, including timely and responsive 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.
KNOWLEDGE, SKILLS, ABILITIES/MINIMUM REQUIREMENTS/COMPETENCIES :
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.
EDUCATION, EXPERIENCE, CERTIFICATION/TRAINING :
• Bachelor’s degree required.
• Availability to complete assignments that include on‐call duties (approximately 9 weeks per year) covering evenings (7:00pm – 7:00am), including weekends.
• Strong communication, customer service, problem solving, and critical thinking skills
Career Path:
At Railinc, Customer Success Specialists are 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.
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