Department: Client Services

Reports to: Director of Enrole Customer Success

Salary Range: $65,000 - $75,000

Location: Raleigh, NC; Hybrid or Remote

Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

The Tier 1 Enrole Support Specialist serves as a primary point of contact for customers using the Enrole platform, providing technical support, troubleshooting assistance, product guidance, and training. The successful candidate will work closely with Customer Success, Development, Sales, and Support teams to ensure customers receive timely and effective assistance while helping maintain high levels of customer satisfaction. This role offers the opportunity to develop expertise in both the Enrole registration management platform and the Entrinsik Informer business intelligence solution.

Essential Duties and Responsibilities:

• Provide first-level customer support through Zendesk, email, and Zoom.
• Deliver exceptional customer service and build strong customer relationships.
• Troubleshoot and resolve issues related to the Enrole suite of products.
• Develop and maintain a comprehensive understanding of Enrole functionality and features.
• Monitor, prioritize, and respond to customer support requests.
• Research, diagnose, and resolve customer issues using testing, documentation, support history, reporting tools, and collaboration with internal teams.
• Escalate critical issues to support and development teams and document findings within the ticketing system.
• Participate in daily and weekly team meetings, sharing customer feedback, issues, and updates.
• Communicate new product features and enhancements to customers.
• Create, maintain, and improve end-user documentation and knowledge base content.
• Assist with customer training as needed.
• Develop working knowledge of the Entrinsik Informer business intelligence platform, including reporting, dashboards, and templated outputs.
• Utilize AI-powered Informer tools to create Magic Reports and Informer Apps.
• Travel occasionally to customer sites and industry conferences.

Required Qualifications

• Associate's degree, bachelor's degree, relevant certification, or equivalent professional experience.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and problem-solving abilities.
• Ability to communicate effectively with customers through email, virtual meetings, and presentations.
• Demonstrated ability to learn and apply technical concepts and skills.
• Proficiency with standard business software and computer systems.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in software support, SaaS support, or technical customer service.
• Experience using Zendesk or similar help desk/ticketing platforms.
• Working knowledge of HTML and CSS.
• Experience with course registration, enrollment management, or learning management systems.
• Experience with reporting, analytics, or business intelligence software.

Knowledge, Skills, and Abilities

• Strong analytical and troubleshooting skills.
• Ability to explain technical concepts to non-technical users.
• Attention to detail and commitment to quality customer service.
• Ability to work independently and collaboratively within a team environment.
• Strong documentation and written communication skills.
• Willingness to learn new technologies and business processes.

How To Apply

Please respond to HR Department, Entrinsik, 7721 Six Forks Road, Suite 100, Raleigh, NC 27615 or email your resume and cover letter to resume@entrinsik.com. Please indicate which position you are applying for in the email subject line. No phone calls please.