Technical Support Specialist

Job Summary:

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems.

This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

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.

• “In Shift”

  refers to employees working within defined and predictable schedules, aligned to customer coverage needs, rather than ad-hoc extended hours.

• Proposed shift coverage:

• Late Shift (US overlap):

  4:00 PM – 12:00 AM CST
• Translated to IST: 4:30 AM to 1:30 AM
• Weekend shifts are also required.

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 (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.
• Participate in scheduled training sessions to learn internal and proprietary technologies.
• Utilizing AI tools to service more customers faster with higher quality.

Requirements and Preferred Experience:

• 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