Customer Success | Resilience Support Specialist

Audubon, PA
In-office
Posted on September 07

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.

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