Technical Support Engineer I
About The Position
A Technical Support Engineer I provides exceptional customer service and technical assistance across all CivicPlus products. Utilizing various communication channels such as email, support tickets, live chat, and phone calls, the Technical Support Engineer I will ensure the delivery of world-class support and service to clients. Effective communication and the ability to provide technical solutions are paramount in this role. About CivicPlus At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.
Nice To Haves
- Deliver exemplary front-line technical support and service to customers
- Investigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentation
- Document all interactions comprehensively using ticketing software
- Cultivate strong working relationships with both colleagues and customers
- Escalate unresolved issues to designated internal teams with detailed documentation
- Identify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teams
- Serve as a subject matter expert and contribute to product documentation for internal staff and customers
- Review and troubleshoot product / api integrations, compatibility, and end to end functionality
- Provide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customers
- Degree in relevant technologies (Preferred) or comparable experience
Responsibilities
- Deliver exemplary front-line technical support and service to customers
- Investigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentation
- Document all interactions comprehensively using ticketing software
- Cultivate strong working relationships with both colleagues and customers
- Escalate unresolved issues to designated internal teams with detailed documentation
- Identify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teams
- Serve as a subject matter expert and contribute to product documentation for internal staff and customers
- Provide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customers
- Work diligently to achieve CivicPlus service level objectives
Benefits
- Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
