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Customer Support Specialist

1 month ago

West Coast, New Zealand Incident IQ Full time

Company Overview

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services.

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ's environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort.

Customer Support Specialist Overview:

The Customer Support Specialist is a critical member of our customer success team, responsible for ensuring that our users have a seamless experience with our software platform. In this role, you will serve as the first point of contact for customers, managing both phone-based inquiries and a ticket queue system. Your primary responsibilities include troubleshooting technical issues, providing step-by-step solutions, and escalating complex problems to senior team members when necessary. You'll work closely with cross-functional teams, including product and development, to ensure timely and accurate resolutions. Strong communication skills, both written and verbal, are essential as you'll need to explain technical information in a clear and customer-friendly manner.

We expect a high degree of professionalism, empathy, and the ability to remain calm under pressure while juggling multiple priorities. In addition to technical proficiency, you should be committed to continuous learning and staying up-to-date with product updates and industry best practices. The ideal candidate thrives in a fast-paced environment, is adaptable, and has a passion for helping customers succeed with our platform.

Customer Support Specialist Responsibilities:

  • Provide consistently high-quality customer experiences for all Incident IQ customers.
  • Serve as an initial point of contact for clients, respond to inquiries via email, phone, and internal ticketing tools.
  • Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open tickets.
  • Track progress against milestones and identify any items holding up further implementation.
  • Recognize opportunities for process improvement and provide input for proper implementation.
  • Articulate technical and non-technical information to customers in a simple, clear, and concise manner.

Customer Support Specialist Requirements:

  • 2+ years of customer support experience in a technical field.
  • 2+ years' experience with inbound and outbound calls.
  • Willing to work 11 am - 8 pm shift Monday through Friday.
  • Excellent verbal and written communication skills and general proficiency in business writing.
  • Ability to communicate and develop relationships with all levels of the organization.

What makes Incident IQ different:

  • We facilitate whole-person growth where employees can develop personally as well as professionally.
  • We offer an energetic and collaborative environment; everyone's opinion matters
  • We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE
  • We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).

Incident IQ is an Equal Opportunity Employer

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