Customer Success Specialist
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Job Description
Customer Success Specialist responsible for handling inbound technical support and ensuring customer success through effective communication. Collaborating across teams to enhance operational efficiency and deliver top-notch service.
Responsibilities:
- Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails
- Assess, categorize, and reassign support requests to appropriate internal team members as needed
- Troubleshoot and diagnose product, system, and service-related issues
- Advocate for customers by capturing feature requests and customer feedback
- Deliver customer support through phone, email, and chat interactions
- Manage customer escalations with professionalism and attention to resolution
- Track and document customer interactions, communications, and action items accurately
- Collaborate cross-functionally to support process improvements and operational efficiency
- Develop knowledge of InsCipher products, services, and surplus lines processes
- Required to perform other duties as requested, directed, or assigned
Requirements:
- Bachelor’s degree preferred
- 1+ years of direct customer service experience required
- Strong written and verbal communication skills
- Strong technical aptitude and organizational skills
- Proficiency with Windows and Microsoft Office Suite applications
- Strong interpersonal and problem-solving skills
- Ability to work independently and manage multiple priorities
- Knowledge of surplus lines tax filing preferred
Benefits:
- Health, dental, and vision plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
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