Customer Success Specialist

Railinc Corp. - Cary, NC

Full-time - Entry Level

Cary, NC

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist at Railinc Corp plays a crucial role in ensuring customer satisfaction and success with the company's products and services. This position serves as a front-line liaison between customers and Railinc, requiring a deep understanding of the products to effectively train customers and identify when to escalate issues to the Product Support team. The specialist will engage in product testing and verification, as well as document customer requirements for enhancements to applications. Timely responses to customer inquiries via email, phone, and chat are essential, including providing emergency on-call support on a rotating schedule, ensuring that customer issues are resolved promptly and efficiently. In addition to direct customer support, the Customer Success Specialist is responsible for maintaining accurate tracking and reporting of all incidents, requests, and problems. This role requires a commitment to learning Railinc products thoroughly to assist customers effectively. The position also offers a clear career path, with opportunities for promotion to Business Analyst roles, where individuals will manage industry projects and contribute to the development of new features and functionalities for Railinc's offerings. Railinc is dedicated to investing in the growth of its employees, providing training and support to help them succeed in their careers. The ideal candidate will possess strong communication skills, a customer service orientation, and the ability to multitask and prioritize effectively. A Bachelor's degree is required, along with basic to intermediate experience with Microsoft Office Suite and preferred exposure to coding languages such as Python and SQL. The role demands a high degree of accuracy and attention to detail, as well as the ability to solve both minor and complex customer support issues. Candidates should be prepared for on-call duties approximately nine weeks per year, covering evenings and weekends as needed.

Responsibilities

• Act as a front-line liaison between the customer and Railinc products and services.
• Provide timely responses to customer emails, telephone inquiries, and chats for assistance in resolving issues with Railinc products.
• Participate in product testing and verification.
• Assist with documenting customer requirements for enhancements to applications.
• Maintain tracking and reporting of all incidents, requests, and problems.
• Learn Railinc products to ensure the ability to assist customers in resolving issues.
• Process all external communications and facilitate critical incident response coverage.

Requirements

• Bachelor's degree required.
• Basic to intermediate-level experience with Microsoft Office Suite.
• Preferred exposure to coding languages such as Python and SQL.
• Strong communication, customer service, problem solving, and critical thinking skills.
• Ability to multitask and prioritize effectively.
• 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.

Nice-to-haves

• Experience in IT support or customer support roles.
• Familiarity with Big Data analytics and technology solutions in the railroad industry.

Benefits

• Flexible working hours.
• Impressively low health insurance premiums.
• On-site workout facilities.
• Community service and support efforts.
• Company outings.