JobsEQ by Chmura Logo

Customer Support Specialist - Tier 1 (Eastern)

OpenGov

Location: Tampa, Florida
Type: Non-Remote
Posted on: September 12, 2022
This job is no longer available from the source.
Customer Support Specialist - Tier 1 (Eastern)
OpenGov Tampa, FL Full-Time
Apply on company site
Job Details
favorite_border
Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine's list of the 100 most influential people in the world).
OpenGov is the leader in modern cloud software for local governments and state agencies. We have surpassed 1,100+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2021 Top Workplaces USA award winner and a Forbes 2022 America's Best Startup Employer!
About the Customer Support Specialist Role:
The Support Specialist - Tier 1 is responsible for all front-line customer interactions via phone, chat, and email in the Support organization. The ideal team member will provide quality first response to omnichannel customer interactions, providing technical support towards first contact resolution, and achieving high customer satisfaction. This position will work closely alongside the Application Support Analysts - Tier 2, Professional Services, and Customer Success teams to solve customer cases.
Customer Support Specialist Responsibilities:
Work block for this person would be 7-4 PM EST
* 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 desk platform (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 in case content.
* Perform research across various tools to determine if the incident is a known issue or defect.
* Conduct troubleshooting by replicating incidents versus the expected results and document steps to reproduce prior to escalating to Tier 2.
* Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes.
* Develop the skills necessary to troubleshoot a wide range of products and technologies using standard procedures.
* Participate in scheduled training sessions to learn internal and proprietary technologies.
Minimum Qualifications:
* Bachelor's degree or equivalent experience preferred.
* 2+ 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 Desk platform (ZenDesk, Service Cloud, SNOW, JSD, 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.
* Working knowledge of accounting and budgeting principles preferred Procurement, sourcing or bidding experience preferred.
What makes OpenGov unique
" Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and
Recommended Skills
• Accounting
• Bidding
• Case Management
• Cloud Computing
• Communication
• Curiosity
Apply to this job.
Think you're the perfect candidate?
Apply on company site
Help us improve CareerBuilder by providing feedback about this job: Report this job
Job ID: 2279835870
CareerBuilder TIP
For your privacy and protection , when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.