Technical Support Specialist

Description
Who We Are
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity
As a Technical Support Specialist, you will play a critical role in the post-implementation phase of CATALIS software. You will take full ownership of any support issues that arise, ensuring they are effectively managed and resolved. In this role, you will provide prompt and professional responses to CATALIS customers via phone, email, or portal, while keeping management and leadership informed of key issues and updates as needed. Your proactive approach and strong communication skills will be vital in delivering a seamless customer experience and supporting the continued success of CATALIS software.

This role is hybrid based in our Jacksonville, FL office.

What You Will Do

• Own and manage all customer support cases, working directly with customers and internal teams to ensure timely resolution.
• Create and maintain documentation of reported issues, resolutions, and procedures to ensure consistent and high-quality support.
• Address escalated issues from Customer Support Specialist team, providing efficient and effective solutions.
• Provide proactive and timely updates to customers on the status and progress of ongoing issues.
• Identify, troubleshoot, and resolve technical issues, or escalate promptly per company protocols to ensure quick resolution.
• Represent CATALIS and its products with professionalism, fostering a positive customer experience.
• Stay up to date on the latest product solutions and technical knowledge to ensure expertise in troubleshooting and support.
• Facilitate smooth support transitions, ensuring the team has the necessary information to deliver exceptional service. This includes participating in Implementation/Onboarding to Support transition calls with customers.
• Document customer feedback and collaborate with the Customer Support team to submit enhancement requests to the IT/Product Development teams.
• Troubleshoot and provide solutions for technical issues, including guiding customers on workarounds, applying patches, installing updates, and gathering logs/system information for faster resolution.

Requirements
What you Will Need to Succeed

• Bachelor's degree in information systems or a related field, or equivalent work-related experience.
• Basic knowledge of databases
• Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc.
• Familiarity with SaaS solutions
• 2 -3 years of experience with software support
• Salesforce Service experience a plus
• Strong problem-solving skills
• Strong attention to quality processes and detailed work
• Strong communication skills and the ability to work independently
• Ability to interact effectively both verbally and written with clients and team members
• Ability to manage multiple projects through prioritization & flexibility while paying strict attention to detail.

What We Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
• The chance to make a significant impact on the delivery of government services and the lives of citizens

This job description is not designed to be a complete list of all activities required to be successful in the above position. Catalis retains the right to change or assign other activities to this position.

EEO Statement
We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.