Technical Support Specialist

OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we’re transforming communities so they can thrive!

Imagine yourself being able to help small business owners open their doors faster, ensuring our tax dollars are accounted for, creating safer infrastructure, modernizing the permitting process, and assisting with disaster recovery. The work you do here every day has a meaningful impact on people's lives!

🌟 OpenGov is a 2023 Top Workplaces USA award winner and a Forbes America's Best Startup Employer 🌟

Join our smart, fun, and humble team to experience the most rewarding career of your life!

Job Summary:

The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also required providing technical guidance up to including impromptu software training.

Responsibilities:

• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
• Utilize service management system (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
• 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 and document steps to reproduce
• Contribute to the existing knowledge base to support customer self-service and training
• Participate in scheduled training sessions to learn internal and proprietary technologies

Requirements and Preferred Experience:

• Bachelor’s degree or equivalent experience preferred
• 1+ years of Support Center experience with SaaS products required
• Strong interpersonal, written and verbal communication skills required
• Strong technical aptitude to problem solve and understand complicated problem statements required
• Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
• Excellent organizational, time-management, and prioritization skills required
• Ability to collaborate and thrive within a team environment required
• Ability to learn new technologies and concepts quickly required
• Ability to handle multiple competing priorities required
• Experience with a Service Management (ZenDesk, Service Cloud, Service Now, etc.) required
• Experience with a Knowledge Management system and creating knowledge articles required
• Must be able to work specific shifts to provide support during business hours required
• Participate in rotating on-call after business hours support required
• Experience working with government (state or local) customers or agencies preferred

Budgeting & Planning, Reporting & Transparency:

• Working knowledge of Government accounting and budgeting principles
• Working knowledge of Government workforce personnel budgeting and planning principles
• Experience supporting dashboard and analytics for multi-billion dollar capital projects
• Experience with JavaScript and multi-dataset reporting