Infotech is seeking a provisional/temporary Customer Success Specialist on our Technical Success team who is passionate about service driven success while solving complex problems and building relationships. If you are driving on a highway in North America, there is a good chance that Infotech software was used to build it. 88% of state transportation agencies in the U.S. use Infotech-developed software to manage their road construction projects. How’s that for impact?!

Who we are looking for

As a Customer Success Specialist, you will provide appropriate solutions that resolve customer concerns via phone and email, elevating concerns as applicable to ensure systemic issues are addressed in a timely manner, and follow up to ensure resolution. You will have the opportunity to train on product complexities and help them resolve highly complex customer problems when needed.

What it’s like to be a Customer Success Specialist in our ITI Products Customer Success department

Our vision: At Infotech in the ITI Products Division, our vision is to provide personalized service to current customers and build lasting relationships. We do this by being experts in the problems that they face, solving those problems in creative and elegant ways, and by always striving to be better tomorrow than we are today.

Our culture: We may be biased but we have some of the most talented and unique people on our team. We are:

• Informal and relaxed while also being ambitious and technically excellent.
• Customer centric and solution oriented.
• Empowering and resourceful.
• Highly energized, communicative, and supportive.
• Ever evolving especially through our love of talking through memes in the team slack channel.

What will you do in this role?

• Manage and document customer inquiries related to Infotech’s Products.
• Conduct research and analysis for second and third level support concerns and communicate effectively with product and customer success teams to resolve product issues.
• Proactively addresses customer needs to ensure customer satisfaction with solutions and services, ensuring their long-term success.
• Act as a liaison between customer and product, providing accurate, valid, and complete product/services information and helping to resolve any emerging problems or technical concerns.
• Guide customers in product re-training, providing best practice tips, and following up to ensure long-term success.
• Assist the Infotech Customer Education team in content and training materials creation as needed.
• Assist with product testing as needed.
• Build sustainable relationships and trust with customer accounts through open and interactive communication; provides feedback to Customer Success stakeholders on key accounts.

The technical chops needed for this role

• Experience with customer relationship management systems and computer telephony integration technology such as Salesforce and Talkdesk.
• Experience using JIRA and Confluence.
• Experience using Google Docs, Sheets, and Slides.
• Communication Tools: Slack, Zoom, Google Meet, or similar.

QUALIFICATIONS

You must have

• Bachelor’s degree; or equivalent combination of education and training.

We’d like you to have

• Experience in customer service or as a client service representative.
• Experience in the construction and/or software engineering industry.

Where you’ll work

Infotech’s people-first culture allows us to support remote, hybrid, or on-site work arrangement preferences aligned with the needs of the role or team. Construct your future with us while working fully remote within the US*. You can let us know your preferred work arrangement on your application.

There is a preference for individuals located in Mountain or Pacific time zones to provide a full range of support coverage for our customers.

Who we are

We support all aspects of road construction from managing bids, to secure document signing, to cost estimation and inspection. Infotech employees play a direct role in building and improving the construction and safety of road and highway infrastructure.

With a diverse workforce and collaborative, relaxed environment, Infotech is a Gainesville-born pioneer of innovation, committed to its family of employees, customers, and community. We are known for our people-first culture, outstanding employee retention rates, and work-life flexibility.

Infotech is proud to be Certified™ by Great Place to Work®, recognizing our commitment to creating an outstanding employee experience!

Read more about our people-first initiatives on our website.

Other requirements

The position requires schedule flexibility for shifts outside of Infotech’s traditional business hours.

Additional Information

This is a non-sponsorship eligible position. Resume and cover letter required. The position requires schedule flexibility for shifts outside of Infotech’s traditional business hours. This position will remain posted until Wednesday, July 17th at 5pm ET.

In compliance with pay and benefits transparency requirements, please visit the Total Rewards page on our website.

*While Infotech supports a remote workforce, there are currently no employees residing in California. Due to tax implications, preference will be given to candidates residing outside of California.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)