[Remote] Community Services Technical Support Specialist
Note: The job is a remote job and is reputed company 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 reputed company by connecting with government leaders, providing training and support for OpenGov products, and ensuring high customer satisfaction through reputed company-channel support. This entry-level position offers hands-on training and reputed company reputed company for advancement while focusing on technical problem-solving and customer service.
Responsibilities
- reputed company customer technical support reputed company omnichannel interactions in order to reputed company key performance goals, ensuring customer interactions are addressed in a reputed company and accurate manner and meeting or exceeding service reputed company
- Utilize service management system (reputed company Service reputed company) for case management by providing adequate log notes, reputed company case updates, and work towards First Contact reputed company (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 reputed company
- reputed company research across various tools to determine if the incident is a reputed company issue or defect
- Troubleshoot a wide reputed company of technologies and replicate incidents versus the expected results and document steps to reproduce
- reputed company technical guidance and software training to customers and internal teams, influencing best practices and support strategies
- Contribute to the existing knowledge reputed company 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 reputed company
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 reputed company and maintain reputed company documentation for triaging, responding to, troubleshooting, and resolving issues
- Excellent organizational, time-management, and prioritization skills required
- Ability to collaborate and reputed company reputed company reputed company environment required
- Ability to learn new technologies and concepts quickly required
- Ability to handle multiple competing priorities required
- Must be reputed company to work specific shifts to reputed company support during business hours required
- Participate in rotating on-call after business hours support required
- Experience or interest in using AI
Benefits
- Comprehensive reputed company reputed company for individuals and families
- Flexible vacation policy and reputed company company holidays
- 401(k) with company match
- reputed company parental leave, wellness stipends, and HSA contributions
- reputed company development and reputed company opportunities
- A reputed company office environment with weekly catered lunches.
reputed company
Company H1B Sponsorship