Technical Support Specialist
OpenGov Inc.
Pune District, Maharashtra, IndiaFresher29m agovia LinkedIn
About the Role
The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You will connect with government leaders, training and supporting them in OpenGov products. This is an entry-level position designed for individuals eager to learn and grow within a fast-paced environment.
Key Responsibilities
- Provide customer technical support via omni-channel interactions (Phone, Chat, Web, and Email) to achieve key performance goals, ensuring timely and accurate responses.
- Utilize Salesforce Service Cloud for case management, providing adequate log notes and timely updates.
- Independently assess and prioritize incoming cases, applying technical judgment for resolution or escalation.
- Triage customer-reported incidents for severity, urgency, and content.
- Perform research to identify known issues or defects.
- Troubleshoot a wide range of technologies, replicate incidents, and document steps to reproduce.
- Provide technical guidance and impromptu software training to customers and internal teams.
- Contribute to the existing knowledge base for customer self-service.
- Utilize AI tools to service more customers faster with higher quality.
- Participate in scheduled training sessions on internal and proprietary technologies.
Requirements & Tech Stack
- Experience in working with/troubleshooting: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement Products/Software.
- Interest in building strong interpersonal, written, and verbal communication skills.
- Strong technical aptitude to problem-solve and understand complex problem statements.
- Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
- Excellent organizational, time-management, and prioritization skills.
- Ability to collaborate and thrive within a team environment.
- Ability to learn new technologies and concepts quickly.
- Ability to handle multiple competing priorities.
- Must be able to work specific shifts to provide support during business hours.
- Participate in rotating on-call after business hours support.
Qualifications
- Technical degree (Computer Science degree preferred).
- Energized by analytical problem solving.
- Interested in learning about and using AI to solve complex problems.