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Technical Support Representative

2 months ago

Sycamore, Illinois, United States DEVNET Full time

Company Overview:
DEVNET is a well-established organization, founded in 1997, dedicated to delivering integrated software and hardware solutions tailored for local government entities.

About DEVNET:
With over two decades of experience, DEVNET has successfully offered adaptable solutions in Appraisal, Assessment, Collections, and Online Inquiry to local government.

Our Reach:
Currently, DEVNET serves more than 90 jurisdictions across various states including Illinois, Iowa, Missouri, Nevada, North Carolina, Ohio, Pennsylvania, South Dakota, Virginia, and Wisconsin.

Product Suite:
The comprehensive DEVNET Edge suite encompasses a variety of solutions such as CAMA, Field Data Collection, Property Tax Assessment Administration, Personal Property, Mobile Homes, Special Assessments, Tax Calculation, Tax Billing & Collection, Distribution, Delinquent Tax Processing, Tax Claims, Permitting and Zoning, Records Management, wEdge e-government features, GIS integration, and Tax Bill & Notice Printing & Mailing Services.


Position Title:
Customer Support / Help Desk

Job Type:
Full Time

Position Summary:
DEVNET is on the lookout for a skilled Help Desk associate. This role is crucial in providing assistance to our user community and serves as the primary contact for all software-related support, addressing usability concerns, operational definitions, change requests, and enhancements to our software applications.
Key Responsibilities:
  • Efficiently track cases from initiation to resolution while documenting outcomes.
  • Independently analyze data to formulate suitable solutions.
  • Exhibit initiative, reliability, and strong organizational capabilities.
  • Prioritize and manage multiple tasks effectively.
  • Take ownership of cases assigned or reported.
  • Ensure excellent follow-through with minimal oversight.
  • Replicate customer issues, test solutions, and document findings for the Software Support Team.
  • Engage effectively with both non-technical and highly technical users.
  • Contribute to the knowledge database for each supported software component, collaborating in a team-oriented environment to establish best practices.
  • Maintain and enhance technical and procedural knowledge.
  • Resolve issues via remote access on client system installations.
  • Participate in special projects as assigned.

Requirements:
  • Experience in software technical support within a call center environment, coupled with strong customer service skills.
  • Excellent mathematical and problem-solving abilities.
  • Preferred hands-on experience with SQL Server, scanning, imaging, and Microsoft Office.
  • Strong reading comprehension skills.
  • A home computer setup, ideally with dual monitors, to facilitate remote access to DEVNET-hosted systems.
  • Customer support skills including active listening, patience, clear communication, and a proactive approach to learning and problem-solving.

What We Offer:
A relaxed working atmosphere, competitive salary, and an excellent benefits package that includes medical and dental coverage, vacation and sick leave, and a 401(k) plan.