Support Services Specialist

GovWorx

5d•$70,000 - $80,000•Remote

About The Position

The Support Services Specialist is a customer-facing role responsible for receiving, documenting, and triaging of all incoming customer issues. This person must be able to resolve moderately complex product and integration issues and deliver a high-quality customer support experience. The role requires independent troubleshooting ability, clear communication with both technical and non-technical stakeholders, and sound judgment on when to escalate. This person is expected to have working knowledge of our products and address usability and training issues.

Requirements

U.S. based, authorized to work in the United States
2+ years of experience in customer support, help desk, or a similar customer-facing role, at a Technology company, preferably a SaaS company.
Must have strong troubleshooting and issue triage skills.
Comfortable managing a live queue across multiple channels (chat, email, phone) at once
Clear, professional verbal and written communication skills.
Able to work independently and meet response/resolution expectations without close supervision
Must be able to multi-task and effectively work in a dynamic, technology forward environment.
Must have working experience with AI tools, including processing data, generating effective prompts, and utilizing AI for efficiency.
Must be able to obtain CJIS clearance in all States.
Available for core business hours and periodic on-call rotation
Experience with Intercom, SalesForce, JIRA, or a comparable support/ticketing platforms
Comfortable working in Slack-based team workflows

Nice To Haves

Exposure to 9-1-1, public safety, or government technology environments is preferred

Responsibilities

Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details.
Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer.
Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner.
Keep customer records accurate and up to date in our support system.
Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request
Monitor system alerts for “down” notifications, and perform the necessary actions in a timely manner.
Own customer communication for every open ticket from start to finish
Provide proactive updates, product announcements, known issues, process changes — to keep customers informed.
Actively participate in the on-call rotation coverage for after-hours support needs
Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure.