What are the responsibilities and job description for the Customer Success Specialist position at Railinc Corp.?
Essential Functions:
- Acting 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.
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. 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 Customer Success Specialist position. Railinc is committed to investing in these employees’ futures and will do everything it can to support their growth.
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.
- Availability to complete assignments that include on‐call duties covering evenings (7:00pm – 7:00am), including weekends and holidays.
Education, experience, certification/training:
- Bachelor’s degree required.
- Strong communication, customer service, problem solving, and critical thinking skills.