Infosoft, Inc. · 2 days ago
Customer Success Specialist (eCommerce Platform Adoption)
Cary, NC
Contract
Hybrid
Entry, Mid Level
$30/hr - $30/hr
2+ years expInfosoft, Inc. is seeking a Customer Success Specialist to drive the successful adoption of their customer-facing digital platforms. The role involves acting as a digital concierge, assisting customers with registration and access, conducting live demos, and providing support for online tools.
ConsultingDeliveryHuman ResourcesInformation Technology
Hiring Manager
Jack J
Responsibilities
Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform
Troubleshoot and resolve registration, login, and browser-related issues in real time
Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams or similar)
Guide customers through initial setup, account configuration, and first-time part ordering or service requests
Back-end support for online tools and customer-facing activities
Assist with portal registration, SAP connectivity/data issues, and customer onboarding
Respond to customer surveys, help navigate websites, and possibly conduct product demos
Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues
Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points
Serve as the “voice of the customer” for our customer portal during syncing with the team
Track and report key onboarding metrics (registration completion rate, time-to-first-order, demo-to-activation rate, OSAT from supported customers)
Qualification
Required
2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred)
API (Application Programming Interface) experience
Software / technical project management
Digital customer journey
Stakeholder management
Familiarity with identity and access management concepts, including roles, permissions, and approval workflows
Ability to review logs, reproduce issues, and clearly document findings for both technical and non-technical audiences
Strong problem-solving mindset, focused on understanding why an issue is occurring—not just identifying what is broken
Experience acting as a liaison between customers, support teams, and development teams to drive effective issue resolution
Digital skill set (comfortable with technology, online services)
Customer-facing communication (written and verbal)
Ability to lead small product demos
Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner
Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.)
Comfortable delivering live product demos and training sessions over video conferencing tools
Excellent written and verbal communication skills — you will write customer emails and lightweight documentation daily
Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality
Preferred
SAP experience, e-commerce/marketing background, interest in healthcare
Company
Infosoft, Inc.
Infosoft is an HR services company focused on recruiting talent and building teams throughout the US market.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase