Customer Support Specialist Jobs

RollKall is the law enforcement industry’s only comprehensive off-duty management solution, bringing transparency to off-duty security by connecting every stakeholder in the process. We help connect our communities by fostering positive relationships among businesses, local police officers, and law enforcement agencies. RollKall makes it easy for businesses to hire off-duty police officers, for officers to find high-quality off-duty jobs near them, and for law enforcement agencies and coordinators to run world-class off-duty programs with technology that makes it easy and transparent for everybody.

Position Summary

The Customer Support Manager is responsible for providing an outstanding customer experience to Law Enforcement Agencies and Small / Medium Businesses supporting the Law Enforcement community. This individual must adapt to change resulting from a fast-growing and successful company. Must fit culturally with our values. It is important to be honest, hard-working, self-starting, and a “thinker”.

Responsibilities

Excellent Customer Support

• Trusted technical advisor to internal and external customers
• Achieves high CSAT scores
• Efficiently resolves a wide range of issues on a daily basis with the focus on higher-level issues, but all ranges of issues will need to be resolved
• Assuming ownership of Zendesk tickets within area of responsibility ensuring tickets are resolved and communicated both internally and to customers
• Resolves technical and business issues, supporting the community and facilitating development by resolving cases without unnecessary escalation
• Understands when to escalate

Excellent problem solving and technical skills

• Innate and efficient troubleshooting skills
• Use best practices to optimize/consolidate tool usage
• In-depth knowledge and troubleshooting
• Understands and appreciates the customer’s business needs for IT Services
• Must be able to pull reports (with a preference of having skills to build reports)
• Monitor verifications/oversee re-verifications
• Skilled, experienced troubleshooter of technical and business problems
• Quick learner

Excellent communication skills

• Documents processes, procedures, and self-help documentation
• Efficient, appropriate and timely in communications; both internally and with Customers
• Communicate customer feedback
• Communicates effectively to the development team

Excellent team player

• Back-up team, as needed
• Working with CX, Dev, sales, product, marketing resources
• Effectively work across internal teams to resolve specific issues

Cultural Fit: One Team (people first, trust each other, care, diversity and inclusion), Servant Leadership (do the right thing, question authority), Humbition (humility, ambition, think Big and have empathy for our users), and Deliver Results (bias for action, innovate, embrace change).

Tools and Languages: Zendesk, Hubspot, Slack, Jira, SQL, Excel, Visio

Desired Qualifications

• Position can require overtime, non-standard schedules
• Customer Support methodologies
• Strong written and oral communication skills
• Understanding of Law Enforcement Agencies, Officers, and Coordinators
• 2+ years of experience in technical/software support
• Ability to work independently efficiently and effectively to resolve customer concerns or issues
• Ability to adapt easily to a constant changing environment
• Ability to manage multiple time sensitive issues

Required Qualifications

• 1+ years of relevant or related customer service software operations experience
• Service working extensively with customers in fast paced environments
• Excellent problem solving and technical skills

Compensation

• Hourly, based on skills and experience

Available Shift

• Monday- Friday 8:00AM-5:00PM

Why You'll Love RollKall Technologies
Our jobs come with great benefits – including competitive healthcare, parental leave, ways to save for the future, and opportunities for career advancement. They include the following:

• Basic life insurance
• 401(k) savings plan (Company match provided)
• Maternity and Parental Leave
• Holiday pay opportunities
• Paid Time Off (PTO)
• Company-paid Short-Term and Long-Term Disability
• Competitive wage paid bi-weekly, with overtime for more than 40 hours
• Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teledoc services)
• Medical Advice Line

Job Type: Full-time

Benefits:

• Work from home
• Health insurance
• Paid time off
• 401(k) matching
• 401(k)
• Parental leave
• Referral program
• Dental insurance
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Office
• In-person

Work Location: One location