Technical Support Specialist
2 weeks ago
Technical Support Specialist
Fully Remote
Full Time | Night Shift | EST
We are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you–and the type of work environment where you'd thrive–we hope you'll join us
About the Role:
Our technical support team serves as the main point of contact for municipal employees and citizens seeking assistance with software. This role offers the unique opportunity to share valuable user insights with our product and engineering teams while delivering an exceptional experience for our customers. We exist to make our communities a better place to live and work.
The
Technical Support Specialist
provides our customers omni-channel support via Phone, Chat, Web, and Email. 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 requires providing technical guidance up to including impromptu software training.
Key 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 (Hubspot) 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
Required & Preferred Qualifications:
- Bachelor's degree or equivalent experience preferred
- 1+ years of Support Center experience with SaaS products required
- Experience with a Service Management System (Hubspot, Zendesk, Salesforce Service Cloud, Service Now, etc.) required
- Strong interpersonal, written and verbal communication skills required
- Strong technical aptitude to problem solve and understand complicated problem statements required
- Microsoft SQL Database knowledge preferred
- 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 working with local government customers preferred
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