Customer Support Specialist

100% Remote - Hiring in the US only 

About Us:

Urbint uses AI and the latest industry science to identify threats to workers and infrastructure to stop safety incidents before they happen. Urbint surfaces risk at the point of work, enabling energy and infrastructure companies to prevent worker injuries and asset damages. Many of the largest energy and infrastructure companies in North America trust Urbint to protect workers, assets, communities, and the environment. 

Urbint for Storm Response connects the entire storm and natural disaster lifecycle in one seamless platform, so utilities can handle logistics, manage emergency work, and allocate resources in real-time.

Job Summary:

You will provide very hands-on support to our Urbint for Storm Response customers. Developing a rapport with your accounts and cultivating the ability to effectively understand their needs in different situations and provide the right level of service required, particularly during emergency response activities, is critical.

What you’ll do:

Ongoing:

• Become an expert on Urbint’s software platforms. Learn how the system works and how users use it.
• Update and develop training material for new features and modules of the system

Implementation

• Tailor & execute the Urbint Implementation & Training Plan with each new customer.
• Project Manage Implementation - ensure customers are hitting milestone dates in the Implementation Plan. Hold weekly meetings to discuss progress, challenges, and to provide support.
• Training - take the lead on all trainings with your accounts
• Active Participating – actively participate in getting the company up-and-running in the system. Fill gaps, run reports, complete key tasks, anything that needs to be done to make the customer successful.

Ongoing

• Maintain relationships with the user community and especially the project sponsors
• Update training material as new features are released

During Events

• Urbint supports emergency response operations. When our customers are on storm, we are on storm.
• This role will have a storm assignment and will provide support to customers during events.
• Urbint has a rotational schedule to ensure 24 hour coverage during events. The successful candidate will have shifts in these rotations. Willingness to be available nights/holidays/weekends on a rotational basis is a fundamental requirement of this job
• Storm Role – during storms you will be expected to work shifts to support customers. Urbint runs a rotational shift schedule to ensure we can provide support 24/7 during events.

Who You Are:

• Passionate about building and nurturing relationships
• Skilled at working with a variety of personalities
• Capable of training and teaching, including helping individuals who are not technically savvy to understand our platforms
• Able to manage interactions with a large number of people
• Proficient at working independently and staying productive without constant oversight
• Effective at prioritizing multiple projects and tasks
• Resilient and able to handle stressful situations
• A team player who can both seek assistance when needed and support others on the team

Beneficial Skills / Attributes:

• Energetic, persistent, understanding, and able to deal with a variety of personalities
• Excellent people and communication skills
• Comfortable using computers and tools such as MS Office
• Completed Secondary Education or equivalent 
• Ability to overcome challenges – some of our users are very challenging. Some do not like technology, some do not like change, some are just difficult to deal with. The ideal candidate needs to have patience.
• Organized - Account Managers have numerous accounts and need to know the status of each at all times
• Good at teaching or explaining things. New users are learning how to use the system from Account Managers. They need a complete mastery of the system and ability to connect with the user to explain the system in the user's terms.
• French fluency strongly preferred
• Storm pay (Overtime for when you need to work extra hours/nights/holidays/weekends)

Benefits:

• Generous medical, dental, & vision insurance coverage up to 100% of insurance premiums for yourself and your family. 
• 401k company match, to help you better plan for retirement
• Flexible PTO policy
• We are 100% Distributed - work from almost anywhere. This role requires business travel for in-person meetings with the ideal candidate located in the Eastern Time zones.
• Competitive compensation and benefits packages

Urbint's Core Values:

• Passionate about customers: We strive to deliver sustainable value and exceed expectations, and we’re not satisfied until our customers are raving fans.
• Be decisive: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
• Build trust: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
• Focus on impact: We measure and strive to continuously improve our real-world impact.
• Be tenacious: We are agile in our approach to addressing challenges but firm in our beliefs.
• Win together: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.