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.
• Independently assess and prioritize incoming cases.
• Triage customer reported incidents for severity, urgency and content.
• 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.
• Provide technical guidance and software training to customers and internal teams.
• Contribute to the existing knowledge base.
• Participate in scheduled training sessions.
• Utilizing AI tools to service more customers faster with higher quality.

Required qualifications

• Experience in working with/troubleshooting and of the following: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting, Permitting, Procure
• Interest in building strong interpersonal, written and verbal communication skills required.
• Strong technical aptitude to problem solve and understand complicated problem statements required.
• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
• 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.
• Must be able to work specific shifts Monday through Friday to provide support during our business hours.
• In-Office Monday through Friday.
• Participate in rotating on-call after business hours support are occasionally required.

Nice to have

• Computer Science degree preferred
• Experience or interest in using AI

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave
• Wellness stipends
• HSA contributions
• Professional development and growth opportunities
• Collaborative office environment with 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 to operate efficiently, adapt to change, and strengthen the public trust.