Customer Success Specialist I

What You'll Do

• Serve as the primary day-to-day technical contact for assigned customer accounts utilizing the RACC platform
• Build and maintain strong customer relationships through proactive outreach, regular communication, and ongoing support
• Review monitoring pages and system dashboards throughout the day to identify, investigate, and resolve customer-impacting issues
• Troubleshoot call routing, provisioning, and platform issues using SIP call logs, call detail records (CDRs), and internal monitoring/reporting tools
• Work closely with software developers, network/operations engineers, project managers, and business analysts to resolve customer issues
• Document troubleshooting steps, technical findings, customer environments, and operational procedures in internal knowledge bases such as Confluence/Jira
• Support onboarding and provisioning efforts by attending implementation meetings, tracking progress, and assisting with technical readiness activities
• Manage inbound customer communications through email, ticketing systems, and phone while meeting internal response expectations
• Participate in team meetings to provide customer/project updates, escalate blockers, and align on weekly priorities
• Provide after-hours support as needed for emergency customer-impacting incidents
• Identify opportunities for process improvements, documentation updates, and operational efficiencies across the team

Qualifications - We encourage you to apply if you think your experience may be a match, even if you do not meet all the qualifications.

• Bachelor’s degree in Business, Telecommunications, Computer Science, Information Technology, or related field, or equivalent practical experience is required
• 1+ year of experience in technical support, technical customer success, implementation, IT support, or another customer-facing technical role is required
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues are required
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences, are required
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively, are required
• Able to learn complex technical platforms and internal systems quickly is required
• Proficiency with Microsoft Office Suite and general business software tools is required
• Experience in telecommunications, VoIP, SIP, call routing, or contact center technologies is preferred
• Familiarity with SIP call flows, SIP logs, call detail records (CDRs), or telecom troubleshooting tools is preferred
• Experience using Jira, Confluence, or similar documentation/ticketing platforms is preferred
• Experience supporting enterprise/B2B customers in a SaaS, telecom, or technical services environment is preferred
• Exposure to cloud contact center platforms such as Genesys, Five9, Amazon Connect, Twilio, or similar technologies is preferred