Technical Support Specialist

About the Role

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment, providing omni-channel support via Phone, Chat, Web, and Email.

Key Responsibilities

• Provide customer technical support via omnichannel interactions to achieve key performance goals, ensuring timely and accurate resolution.
• Utilize Salesforce Service Cloud for case management, providing adequate log notes, timely case updates, and working towards First Contact Resolution (FCR).
• Independently assess and prioritize incoming cases, applying technical judgment for appropriate resolutions or escalations.
• Triage customer-reported incidents for severity, urgency, and content to ensure consistency and quality.
• Perform research across various tools to identify known issues or defects.
• Troubleshoot a wide range of technologies and replicate incidents versus expected results, documenting steps to reproduce.
• Provide technical guidance and software training to customers and internal teams, influencing best practices.
• Contribute to the existing knowledge base to support customer self-service and training.
• Participate in scheduled training sessions to learn internal and proprietary technologies.
• Utilize AI tools to service more customers faster with higher quality.

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 for problem-solving and understanding 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.