Community Services Technical Support Specialist
About The Position
OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at O penGov.com . 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.
Requirements
- Experience in working with/troubleshooting: SQL and Data Management, GIS, ETLWorks pipeline, API data failures
- Ability to build 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.
Nice To Haves
- Experience or interest in using AI
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.
Benefits
- A Mission That Matters.
- Opportunity to Innovate
- A Team of Passionate, Driven People
- A Place to Make Your Mark
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
