Support Specialist

1 week ago

Saint Francis, Minnesota, United States Baseline Technologies Inc. Full time

Company Description

Baseline Technologies is a Minnesota-based SaaS company that provides community development software for cities, township, and counties. Our platform is built in partnership with building officials, inspectors, planners, and city staff to simplify day-to-day operations and improve service to residents and contractors. Cities use Baseline to manage building permits, rental licenses, business licenses, fire operational permits, inspections, payments, reporting, and more, all in one system.

We focus on delivering a user-centered experience, responsive support, and continuous product improvements driven by the real needs of local governments. Baseline is growing quickly as more jurisdictions adopt modern digital tools, and we are expanding our team to support that growth.

Role Description

Baseline is seeking a Support Specialist to provide phone and email support for our permitting and licensing platform. This role is responsible for assisting municipal staff, inspectors, and contractors with questions related to system functionality, account access, configuration, and day-to-day tasks. The ideal candidate is patient, detail-oriented, and comfortable learning technical software processes. You will work closely with both our implementation and development teams to ensure client issues are resolved quickly and accurately.

Key Responsibilities

  • Respond to support inquiries from city staff, inspectors, and contractors via phone, email, and ticketing system.
  • Troubleshoot issues related to user accounts, payments, inspections, permits, and general workflow.
  • Document support cases clearly and escalate complex issues to implementation or development teams when needed.
  • Assist new clients during onboarding by answering questions and helping them become comfortable with the platform.
  • Maintain up-to-date knowledge of system features, settings, and configuration options.
  • Identify recurring issues and recommend improvements to documentation or product functionality.
  • Contribute to knowledge-base articles, user guides, and simple training resources.
  • Collaborate with leadership to continually improve support processes and response quality.

Required Skills & Experience

  • 1 to 3 years of experience in software support, customer service, or a related role.
  • Strong communication skills and the ability to explain technical concepts in clear, simple terms.
  • Comfortable walking users through processes on the phone or via screen-sharing.
  • Ability to learn product features quickly and troubleshoot issues systematically.
  • Highly organized with strong attention to detail and accurate documentation habits.
  • Experience using support tools such as ticketing systems, shared inboxes, or CRM platforms.

Preferred Qualifications

  • Experience supporting SaaS products or municipal software systems.
  • Familiarity with permitting and licensing government operations.
  • Basic understanding of web applications, user permissions, and common troubleshooting approaches.

Hybrid Work Note

This position is primarily hybrid, with on-site collaboration in St. Francis and flexibility for remote work after onboarding. Occasional travel may be required for training sessions or client meetings.

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