Opportunity brief
OpenGov is hiring for the role of Technical Support Specialist!
Responsibilities of the Candidate:
- 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 (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support. - Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations. - 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. - Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies. - Contribute to the existing knowledge base to support customer self-service and training.
Requirements:
- 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 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 to provide support during business hours required. - Participate in rotating on-call after business hours support required. - Experience or interest in using AI