Customer Support Specialist - Learning

**Customer Support Specialist \- Learning** Remote, US\-based position. Candidates must already live in the United States. \#LI\-Remote**\*\*\*\*\* Applicants must be a United States Citizen or Green Card holder \*\*\*\*\*** **No** **visa sponsorship.** **No exceptions** We are unable to sponsor or take over sponsorship of an employment Visa (H1\-B, Student visa, or OPT visa) at this time.**This role pays $24/hour which equivocates to $49,920 per year.** At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market\-leading content and technology. Our top\-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift. Working at Lexipol means making a difference – day in and day out. **The Work** The Customer Support team provides responsive support to first responder clients via phone, email, and chat. We troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross\-departmental collaboration. Lexipol is looking for an Online Learning Customer Support Specialist that will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. The Online Learning Customer Support Specialist will also take ownership of software incident management. You will be provided with training to learn our Online Learning Solutions. The Online Learning Customer Support Specialist will be a subject matter expert for our online learning solutions. You will be responsible for troubleshooting and bug triage for the online learning platform from verification and replication through the submission of tickets through our Jira project management system. As a career growth opportunity, you will also be trained on all of our other solutions later in the year. This is done through working in these areas of focus: Customer facing technical support (85%)* Resolution of phone \& non\-phone cases * Troubleshooting customer inquiries * Communication of ticket resolution to customers Administrative duties(10%)* Documentation of customer contacts within Salesforce * Monitoring of individual metrics: cases closed daily \& weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases Cross\-departmental Collaboration (5%)* Monitoring Jira ticket status * Communicating with our Customer Solutions team * Assisting internal users with products knowledge and troubleshooting Primary Duties and Responsibilities:* Manage large amounts of inbound and outbound calls in a timely manner * Take appropriate steps to bring any open support cases to resolution in a timely manner * Help customers troubleshoot issues they encounter while using th