Technical Support Specialist

2 days ago

Plano, Texas, United States OpenGov Full time
Job Summary

The OpenGov Support Center is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer support via phone, chat, web, and email. You will work closely with our customers to resolve technical issues and provide technical guidance and training as needed.

Responsibilities
  • Provide customer technical support via omnichannel interactions to achieve key performance goals
  • Utilize service management system (ZenDesk) for case management and provide adequate log notes and timely case updates
  • 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

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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