Vail Systems is seeking a Customer Success Specialist I familiar with solving technical issues and customer support for enterprise customers. As a Customer Success Specialist, I, you will be expected to serve as the primary point of contact for numerous customers of Vail’s Routing and Call Control (RACC) platform. You would assist customers based on their specific needs by troubleshooting and solving issues they have in their self-service RACC portal, both individually and amongst internal product teams. This role is team-oriented, and you will collaborate with other highly technical engineering staff to address all correspondence with customers to ensure complete customer satisfaction.

The ideal candidate will have a strong customer service and technical background to understand how to manage the various and unanticipated needs of each unique customer. The candidate will have some general knowledge of telecommunications, Session Initiation Protocol (SIP), and Call Detail Record (CDR). Additionally, the candidate will be eager to learn, adaptable, and detail oriented.  

What you’ll do:

• Consistently contact all customers assigned as primary contact to develop and maintain strong relationships.
• Check monitoring pages throughout the day to identify any potential or current errors that need to be resolved.
• Document all errors and how errors were resolved in internal Confluence wiki pages.
• Troubleshoot and solve errors by working with internal teams and/or research external sources to find most efficient solution in a timely manner, using tools such as SIP and CDR.
• Take calls and emails from customers on an as needed basis, including after hours if emergency issues arise.
• Attend team meetings to plan and prioritize each week’s tasks and present status updates on customers’ integration into system by noting what problems occurred and what action was taken to resolve it.
• Attend weekly meetings for customers who are in the provisioning stage to review status and what next steps need to be taken to complete the process.
• Coordinate with internal teams consisting of software developers, business analysts, operations engineers, and project managers to effectively maintain and grow Vail’s customer base.

Minimum qualifications:

• A Bachelor’s degree in Business, Telecommunications, Computer Science, or a related field.
• 1+ year of experience in a technical product support.
• 1+ year of experience in a customer-facing or information technology role.
• Experience working in a highly technical environment and with highly technical teams (e.g. software developers, operations engineers, project managers, etc.).
• Ability to learn complex internal products quickly.
• Excellent verbal and written communication skills.
• Proficiency with the MS Office suite (Excel, MS Word, Power Point, Outlook).
• Excellent time management and organization skills.

Preferred qualifications:

• 2+ years of experience in a customer-facing role.
• Experience with internal documentation platforms such as Jira and Confluence.
• Robust knowledge of telecommunications vernacular and processes.

About Us

The human voice is capable of conveying nuances and meaning that just can’t be expressed through clicks and text messages. And for that reason, voice interactions have always had a special power to shape your perception and experiences. At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Our experts work with Fortune 500 companies to help them serve their customers more efficiently and effectively through the use of various voice technologies. From basic network services, to state-of-the-art IP telephony, to cutting edge real-time analytics, Vail technology makes millions of voice interactions better every day.

Organizational Culture

Vail Systems has a supportive culture, where employees are encouraged to achieve both personal and team goals. Managers provide the opportunity for employees to contribute to the decision-making process wherever possible. Open communication is fostered amongst teams. There is an emphasis placed on collaboration, rather than competition. All employees are willing to help team members when needed, while entrusting them to do productive work autonomously, to ensure individual career development is possible. Employees at Vail Systems are continual learners. They strive to become increasingly innovative with technological solutions for telephony to deliver high quality products to enhance the customer experience. The product development is centered on making Vail’s internal products efficient, productive, and beneficial for the end user.