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

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

Multiple medical, dental, and vision plan options
Company-paid life insurance, short 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

Customer Success Specialist

Key skills