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Customer Success and Support Specialist (Remote - USA) ID -1157

AssetIntel is a software company dedicated to developing innovative asset management software for the transportation infrastructure industry. Our clients include State Departments of Transportation, Cities, Toll Authorities, Transit Agencies, the Federal Highway Administration, and Civil Engineering Firms. Our products, such as inspectX, emergencyX, and manageX, streamline infrastructure management, inspection, and emergency response for bridges, culverts, tunnels, and more.


Job Description

We are seeking a Customer Success and Support Specialist who is passionate about building strong client relationships and has an in-depth understanding of bridge inspection systems. The ideal candidate will be client-focused, tech-savvy, and experienced in managing customer support and onboarding. This role involves guiding clients in successfully using our software products, troubleshooting technical issues, and ensuring a seamless onboarding process.

You will work closely with our Product, QA, and Engineering teams to address client needs and ensure high-quality service delivery. This is a remote position, but occasional travel to client sites or industry conferences may be required.

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Key Responsibilities
Customer Support
  • Manage and resolve client tickets through Zendesk, ensuring timely and professional communication.
  • Use supportX, our internal support tool, to identify and resolve issues.
  • Troubleshoot technical problems using database queries, supportX, and other tools.
  • Collaborate with internal teams to escalate and resolve complex issues.

Customer Success
  • Build and maintain strong client relationships through regular meetings to address their needs and gather feedback.
  • Participate in webinars and demos to showcase product features and updates.
  • Represent AssetIntel at industry conferences as required.
Onboarding New Clients
  • Facilitate the transition of new clients from their legacy systems to inspectX, ensuring a smooth onboarding process.
  • Assist in mapping and configuring forms, attributes, and reports to meet client-specific requirements.
  • Work closely with the QA team to validate data migration and resolve discrepancies.
  • Conduct regular check-ins with new clients to ensure all requirements are met.
  • Provide in-person or virtual training as required on using the system.

Documentation
  • Maintain clear and up-to-date documentation on Confluence, Notion, Zendesk, and Jira for client interactions, troubleshooting processes, and system configurations.
  • Develop and maintain knowledge base articles for common support inquiries.
  • Required Skills and Qualifications

    • Strong communication skills with the ability to build relationships with clients and collaborate effectively with internal teams.
    • Deep knowledge of bridge inspection processes, including NBI and SNBI.
    • Proficiency in at least one bridge inspection system (e.g., inspectX, AASHTOWare BrM, or Bentley AssetWise).
    • Good IT knowledge with the ability to learn new IT/Software tools.
    • Experience with project management, including tracking milestones, coordinating teams, and meeting deadlines.
    Preferred Qualifications
    • Familiarity with database querying tools.
    • Experience documenting technical information in tools such as Confluence or Notion.
    • Exposure to agile project management methodologies.
    • Basic programming.

    Benefits and Perks

    • Remote-First Culture: Work from anywhere in the USA.
    • Join a team with a great work culture.
    • Growth Opportunities: Be part of a growing company in the transportation asset management space.
    • Comprehensive Benefits: Market-competitive compensation, performance-based bonuses, and a generous vacation policy.
    • Health Insurance: Comprehensive health insurance to ensure your well-being.
    • 401(k) Plan: Save for your future with our employer-supported retirement plan.
    • Impactful Work: Help transform how infrastructure is managed and maintained across the U.S. and beyond.
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