Report this job

---

What is the problem? *

Incorrect company
Incorrect location
Job is expired
Job may be a scam
Other

Our solutions for damage prevention and workforce management are engineered to protect the workers and infrastructure that power our world. In these industries where safety, resilience and reliability are mission critical, clients have trusted irth Solutions for decades to protect assets and improve operational excellence.

UtiliSphere, the company's flagship platform, empowers users to streamline operational processes with ease by adapting to the work they do and the assets and equipment they use.

Today, irth Solutions protects millions of consumers and billions of dollars in infrastructure for global leaders like Marathon, Chevron, Shell Oil, ExxonMobil, Lumen and more.

The Role You'll Play

As a Customer Support Specialist, you will report to the Customer Support Manager and be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust. The Customer Support Specialist is expected to be based locally in Columbus and as such work closely with the the customer, the development & QA teams, the Sales team, and other Support team members to deliver a first-class customer experience.

Your Main Tasks

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Assist with after hours on-call rotation

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• You have an academic background in computer science, high interest and aptitude for technology
• Local Candidate preferred

Benefits

• Highly competitive salary
• Generous medical, dental, & vision insurance coverage
• 401k + company match
• Unlimited PTO policy
• 8 company paid holidays
• Work from home option available
• Additional pay for on-call shifts