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, elevate 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

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

Benefits

Multiple medical, dental, and vision plan options

Company‑paid life insurance, short‑term and long‑term disability

401(k) savings plan with company match (50% on first 6% of employee contribution)

35 days total annual PTO

Annual Bonus Program

Paid maternity and paternity leave

Relocation allowance

Employee referral bonus

Gym membership

Technical and Professional Development stipend

Location: Deerfield and Chicago, IL. Hybrid work format provides flexibility for collaboration with team members based on business needs.

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