Technical Support Specialist

The role

The Technical Support Specialist provides omni-channel support via Phone, Chat, Web, and Email to government leaders. You will manage a case backlog, troubleshoot technologies, and provide technical guidance and software training.

What you will do

• Provide customer technical support via omnichannel interactions.
• Utilize Salesforce Service Cloud for case management.
• Assess and prioritize incoming cases.
• Triage customer reported incidents for severity, urgency and content.
• Perform research to determine if incidents are known issues or defects.
• Troubleshoot technologies and replicate incidents.
• Provide technical guidance and software training to customers and internal teams.
• Contribute to the existing knowledge base.
• Participate in scheduled training sessions.
• Utilize AI tools to service customers.

Required qualifications

• Technical degree
• 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 to problem solve and understand complicated problem statements
• Ability to develop and maintain clear documentation
• 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
• Experience or interest in using AI

Nice to have

• Computer Science degree

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy
• Paid company holidays
• 401(k) with company match
• Paid parental leave
• Wellness stipends
• HSA contributions
• Professional development and growth opportunities
• Weekly catered lunches

About the company

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform.