Customer Support Specialist

About INE

At INE, we envision a world where businesses execute with more security, stability, confidence, and readiness. Our mission is to be the leader in creating technical experts to help businesses compete and thrive. INE is an award winning IT training platform which provides a hands-on and immersive learning experience in Cybersecurity, Networking, Data Science and Cloud. For two decades, INE has been a trusted partner in the professional growth and certification of the brightest talent in IT - from individuals to fortune 500 organizations.

Our Core Values are the compass that guide our personal and professional performance as we build something exceptional as ONE:

• Relationships Matter
• Pursue the Unknown
• Our Word Defines Us
• Embrace Accountability
• Act as ONE

About the Role

At INE, we pride ourselves on providing top-notch training solutions. As a Customer Support Specialist, you are crucial in upholding our standards by providing first-rate support and ensuring positive experiences for our customers.

What You’ll Do:

• Act as the Go-To Support Hub: You will be the primary contact for customer inquiries through phone, email, and support tickets, utilizing outstanding communication skills to interact effectively.
• Master Our Products: Gain in-depth knowledge of INE’s training solutions, platform functionalities, and technical certifications to deliver informed and comprehensive support.
• Create Memorable Interactions: Ensure every customer interaction is professional, empathetic, and effective, tailored to meet individual needs while leaving a lasting positive impression.
• Efficiently Manage Inquiries: Prioritize and handle inquiries with precision, meeting or exceeding response time and resolution goals to maintain high customer satisfaction levels.
• Skillful Troubleshooting: Showcase your troubleshooting expertise by resolving technical issues ranging from basic to intermediate levels, and skillfully escalate complex issues to specialized teams, while driving the entire customer interaction seamlessly.
• Seek Continuous Improvement: Work collaboratively with cross-functional teams to capture customer feedback and suggest product and service enhancements.
• Enhance Support Resources: Help develop and update internal SOPs and customer-facing knowledge bases to maximize team efficiency and customer self-service.

What You Need to Succeed:

• Experience: At least 3 years in customer support, preferably in IT or a SaaS-based environment.
• Education: Bachelor’s degree or equivalent practical experience.
• Tech Enthusiasm: A robust passion for technology, demonstrated through continuous learning and obtaining technical certifications.
• Tool Proficiency: Skilled in CRM and ticket management systems, with a strong ability to document and track customer engagements.
• Communication Mastery: Exceptional verbal and written skills, adaptable to diverse customer bases both domestic and international.
• Problem-Solving Prowess: Independent, resourceful problem solver who can navigate through complex customer queries.
• Collaborative Spirit: Eager to collaborate, share insights, and support colleagues in a dynamic team environment.
• Adaptability: Experience thriving in fast-paced, evolving environments typical of growth-focused organizations.
• Location: Must be based in the Raleigh/Durham metro area. This role includes a hybrid work arrangement with both remote and in-office days in our Cary, NC office.

Would be Great if You Had:

• Technical Knowledge: Familiarity with AWS, Azure, Google Cloud, or similar platforms.
• Agile Experience: Understanding of Agile practices, especially in customer support or product development contexts.
• Software Proficiency: Experience with Zendesk, Recurly, Salesforce, MacOS, MS Office, and Google Workspace.

Benefits:

• 100% employer covered health care plans for employees (medical, dental, and vision)
• Matching 401k
• Paid parental leave
• Flexible PTO
• "Get Hungry, Get Certified” program for professional growth

INE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, INE complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.INE expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

If you need assistance or an accommodation in applying to an opportunity at INE, contact our People Operations department at people@ine.com.