Support Specialist
POSITION TITLE: Support Specialist
REPORTS TO TITLE: Manager, Customer Success
DEPARTMENT: Client Administration
DATE CREATED: 06/26/2025
POSITION PURPOSE
Support local governments by helping them get the most out of our Keystone software — answer their questions, solve problems, and turn challenges into wins! You’ll take ownership of each client interaction, ensuring every experience is a positive one. You’ll also help clients feel confident and empowered by providing product education and connecting them with valuable resources. If you have a passion for accounting, payroll, utility billing, financial management, or HR, this is your chance to put that knowledge to work in a role that makes a real difference for both our clients and our internal teams.
ESSENTIAL DUTIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
1.    Provide a positive customer experience through timely, empathetic, and solution-oriented support.
2.    Answer support calls from clients; troubleshoot and provide quick and accurate resolutions.
3.    Maintain accurate logs of support calls, including issues, errors, and both attempted and successful resolutions.
4.    Train clients on product functions and how they apply their responsibilities.
5.    Contribute to production of knowledge base articles and education of fellow staff.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED). A bachelor’s degree (B.A. / B.S.) or equivalent is preferred. In addition, at least 2 to 4 years of professional experience is preferred.
Prior experience using Keystone products is highly preferred.
LANGUAGE SKILLS
Reads and interprets documents such as operating instructions and procedure manuals. Routinely writes detailed reports and correspondence and responds to questions and/or complaints. Routinely speaks effectively before groups of customers, clients, and managers and/or employees of organization.
REASONING/PROBLEM SOLVING ABILITY
Routinely solves practical problems and deals with a variety of concrete variables in situations where standardization exists. Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
DECISION MAKING & IMPACT OF ERRORS
Limited – Makes limited decisions and determines best methods to solve problems by referring to established precedents and policies. Impact of decisions is usually low to moderate cost.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Able to stand and/or walk under 35% of the time.
Able to sit over 70% of the time.
Able to lift 25lbs under 35% of the time.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Works in a general office environment over 75% of the time
TRAVEL REQUIREMENTS
Less than 10% of the time.
Software Development
Software Development
Full-time