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 across the country, 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, Email) to achieve key performance goals, ensuring 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 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.
• Utilize AI tools to service more customers faster with higher quality.

Requirements & Tech Stack

• Experience in working with/troubleshooting of the following: Data Management, ETLWorks pipeline, API data failures, CSS Coding, AP Invoicing, Utility Billing, Budgeting, Permitting, Procurement Products/Software, SQL, GIS Integrations.
• 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 are occasionally required.
• Experience or interest in using AI.

Qualifications

• Possess a technical degree (Computer Science degree preferred).
• Energized by analytical problem solving.
• Interested in learning about and using AI to solve complex problems.
• Strong interpersonal, written, and verbal communication skills.