Customer Success | Resilience Support Specialist
Infinite Blue
Infinite Blue is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a Resilience Support Specialist to join our expanding team.
We are relentless in our pursuit of customer satisfaction in helping build, mature and maintain resilient organizations. As a Resilience Support Specialist, you will serve on the Professional Services team as an industry expert in our Administrative Concierge Service (ACS) program to provide direct and focused application and administrator support service to participating customer programs.
Essential Functions and Responsibilities
- Engage with assigned customers on a regular basis, learn their specific programs, determine needs, and help design and deliver application solutions within the parameters of the program.
- Provide high quality administrator and support service to customer programs in running, maintaining, and supporting their Infinite Blue applications.
- Function as an extension of customer programs.
- Coordinate with Customer Advocacy and other teams in providing customer support.
- Document customizations and configurations of the IB platforms and applications.
- Conduct root cause analysis and troubleshooting on customer issues and provide solutions. Provide quality control reviews of customer/company solutions.
- Provide training to customers as required to improve successful adoption. Work with Enablement on design and deliver elements as needed.
- Document resolutions to issues to improve the team knowledge base.
- Provide feedback to Product Management, Enablement, and other teams to improve products and processes.
- Provide analysis and reporting to customers and leadership on program activities.
Required Qualifications/Skills
- 2+ years in business continuity, disaster recovery, resilience or similar roles.
- Experience in BCM software, especially as an Administrator
- Experience managing multiple time-bound projects
- Expert capability in providing support virtually to customers.
- Strong customer service and organizational skills
- Strong problem resolution and decision-making skills
- Good troubleshooting and multi-tasking skills
- Knowledge of relational databases, HTML, JavaScript a plus
- Strong time management skills, attention to detail with outstanding follow-up
- Must have excellent communication and listening skills
- Must be dependable with a high sense of urgency
- Proficiency in English
Preferred Qualifications/Skills
- Experience with Infinite Blue applications as an Administrator
- 5+ years in business continuity, disaster recover, resilience or similar roles.
- MBCP, CBCP, or ABCP designation from DRII, similar designation or experience in BC/DR field
- Undergraduate degree in Information Technology, Computer Science or equivalent experience
- Knowledge of relational databases, Internet technologies and technical infrastructures
- Working knowledge or certification in KCS (Knowledge Centered Support)
- PMP, Six Sigma Black Belt or other project management credentials/background
- Multi-lingual
Core Values
Infinite Blue has a strong orientation towards these five core values. Successful employees will demonstrate these capabilities:
- Grit – courage and resolve to achieve our goals
- Agile – ability to reassess and adapt quickly
- Trust – confidence in our services and each other
- One Team – strong alignment and collaboration across the company
- Respect – all team members add value
Company Perks
- Generous Base Salary + Bonus
- Generous Vacation Package
- Employee Benefits offered for full time employees and include: Medical/Dental/401K/etc.
Infinite Blue is an Equal Opportunity Employer.
Retirement & Stock Options Benefits
- 401k with company contribution
Perks & Discounts
- Casual Dress
- Offsite Company Events
- Snacks Provided
PTO/Flexibility
- Commitment to Work/Life Harmony
- Flexible Work Schedule
- Paid Holidays
- PTO
Other
- Community Service Programs
Health & Wellness
- Dental Insurance
- Health Insurance
- HSA
- Life Insurance
- Long Term Disability
- Mental Health Benefits
- Short Term Disability
- Vision Insurance
Professional Development
- Employee Recognition Programs
Parental Benefits
- Nursing Room
- Parental Leave
How do Infinite Blue’s different teams work together? Cross-collaboration amongst our teams happens every day. The business analyst team will work with our engineers, our engineers will touch base with account executives, account executives will work with the legal and marketing squads to make sure everything is on track. Our executives are always available for questions and conversations. Plus, our C-suite loves to learn from our hard-working, boots-on-the-ground employees and get a sense of their expertise. The team you are assigned to at Infinite Blue will always have a point person as a manager, so you’ll never feel lost. Don’t expect to stay in one lane, though; you’ll learn from a lot of diverse experiences and specialties at Infinite Blue. How does Infinite Blue support its team’s growth? We host monthly professional and personal development seminars for all of our employees. Why? It’s important that we’re cultivating the best possible team. Infinite Blue focuses on staff’s personal development because it’s not just about what you do on the clock. We want you to offer support so you can be happy and healthy in your personal life. Not only do we hold those regular events, but professional development is part of everyday conversations. Where do you want to go in your career? What do you want to learn? Our managers and leadership team want to know so we can put you on a path toward your goals. What type of person thrives at Infinite Blue? Everyone is providing meaningful work, everyone has a say in the vision of the company and everyone is helping our products grow, so we are looking for people willing to get their hands dirty and perhaps push themselves outside the scope of what they’ve done before. Don’t worry, you’ll have a great team to back you up at Infinite Blue.
