Technical Support Specialist

3 weeks ago

Plano, Texas, United States OpenGov Full time

Job Summary:

The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also required providing technical guidance up to including impromptu software training.

Responsibilities:

Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
Utilize service management system (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
Perform research across various tools to determine if the incident is a known issue or defect
Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce
Contribute to the existing knowledge base to support customer self-service and training
Participate in scheduled training sessions to learn internal and proprietary technologies

Requirements and Preferred Experience:
Bachelor's degree or equivalent experience preferred
1+ years of Support Center experience with SaaS products required
Strong interpersonal, written and verbal communication skills required
Strong technical aptitude to problem solve and understand complicated problem statements required
Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
Excellent organizational, time-management, and prioritization skills required
Ability to collaborate and thrive within a team environment required
Ability to learn new technologies and concepts quickly required
Ability to handle multiple competing priorities required
Experience with a Service Management (ZenDesk, Service Cloud, Service Now, etc.) required
Experience with a Knowledge Management system and creating knowledge articles required
Must be able to work specific shifts to provide support during business hours required
Participate in rotating on-call after business hours support required
Experience working with government (state or local) customers or agencies preferred

Budgeting & Planning, Reporting & Transparency:
Working knowledge of Government accounting and budgeting principles
Working knowledge of Government workforce personnel budgeting and planning principles
Experience supporting dashboard and analytics for multi-billion dollar capital projects
Experience with JavaScript and multi-dataset reporting

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018
» Growth: Record breaking growth with 1,800+ governments (and counting) using our products. Click here to read more.
» Culture: Winner of 2023 Top Workplaces USA award, Awarded Top 25 Cloud Companies to Work For, Winner of Forbes 2022 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video
» Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, annual wellness stipend, anniversary awards, and more
» Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.
» Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.
Come join us and make a positive social impact

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