[Remote] Community Services Technical Support Specialist

Note: The job is a remote job and is open to candidates in USA. OpenGov Inc. is the leader in AI and ERP solutions for local and state governments in the U.S. The Technical Support Specialist plays a pivotal role in fostering business growth by connecting with government leaders, providing training and support for OpenGov products, and ensuring high customer satisfaction through omni-channel support. This entry-level position offers hands-on training and clear pathways for advancement while focusing on technical problem-solving and customer service.

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 (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations
• 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
• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies
• Contribute to the existing knowledge base to support customer self-service and training
• Participate in scheduled training sessions to learn internal and proprietary technologies
• Utilizing AI tools to service more customers faster with higher quality

Skills

• Experience in working with/troubleshooting: SQL and Data Management, GIS, ETLWorks pipeline, API data failures
• Ability to build strong interpersonal, written and verbal communication skills required
• Strong technical aptitude to problem solve and understand complicated problem statements required
• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues
• 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
• 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 or interest in using AI

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches.

Company Overview

Company H1B Sponsorship