Technical Support Specialist

About the Role

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders, training and supporting them in OpenGov products to transform how they serve their communities. This is an entry-level position designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

Key Responsibilities

• Provide customer technical support via omni-channel interactions (Phone, Chat, Web, and Email) to achieve key performance goals, ensuring timely and accurate resolution while meeting or exceeding service levels.
• Utilize Salesforce Service Cloud for case management by providing adequate log notes, timely case updates, and working towards First Contact Resolution (FCR).
• 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, documenting 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.

Requirements & Tech Stack

• Experience in working with/troubleshooting:
• Data Management
• ETLWorks pipeline
• API data failures
• CSS Coding
• AP Invoicing, Utility Billing, Budgeting, Permitting, Procurement Products/Software
• SQL
• GIS Integrations
• Interest in building strong interpersonal, written, and verbal communication skills.
• Strong technical aptitude to problem-solve and understand complicated 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 Monday through Friday to provide support during business hours.
• In-Office Monday through Friday.
• Participate in rotating on-call after business hours support occasionally.
• Experience or interest in using AI.

Qualifications

• A technical degree (Computer Science degree preferred).
• Energized by analytical problem-solving.
• Interested in learning about and using AI to solve complex problems.