What are the responsibilities and job description for the Customer Success Specialist position at Railinc?

Reports to : Manager, Customer Success

Location : Cary NC. This role will follow hybrid work schedule - Should be in the office every Tuesday, Wednesday and Thursday and as required by the manager.

Company Overview :

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.

Job Accountability / Responsibilities :

Essential Functions :

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.

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.

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.

Values :

Results : We deliver on our promises to create value for the freight rail industry through talented people, good ideas, business leadership and great technology.

Collaboration : We collaborate with our teams and our customers to get the job done, respecting individual ideas and contributions, and moving forward in pursuit of shared goals.

Service : We serve the changing needs of our customers and our industry to enhance the value they bring to our community, the environment, and our economy.

Physical Requirements :

Sedentary work : Assignment involves sitting at workstation (desk) most of the time (up to 8 hours) with only occasional walking and / or standing.

Keyboarding : Primarily using fingers for typing.

Talking : Expressing or communicating verbally through use of spoken words (accurately conveying detailed or important spoken instructions to others).

Hearing : Ability to receive detailed information through oral communication and to make discriminations in sound.

Visual : Through close visual acuity, required to perform activities such as : preparing and analyzing data and figures; transcribing; viewing computer terminal; extensive reading (with or without correction).

Environment : Work is performed within an office setting and therefore there is no substantial exposure to adverse environmental conditions (i.e., extreme heat, cold, noise, etc.).

Disclaimer :

The preceding job description has been designed to indicate the general nature and level of work to be performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The company reserves the right to change, modify and / or delete aspects of this position as needed at any time.

Equal Opportunity Employer - Women / Minorities / Veterans / Disabilities

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, national origin, disability, veteran status or other legally protected status.

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