Full-Time
Technical Support Specialist
Updated on 11/20/2024
OpenGov
501-1,000 employees
Cloud-based software for public sector management
Compensation Overview
$50k - $63kAnnually
Entry, Junior
Plano, TX, USA
This position is onsite in Plano, TX.
- Bachelor’s degree or equivalent experience preferred
- 1+ years of Support Center experience with SaaS products required
- Strong interpersonal, written and verbal communication skills required
- Strong technical aptitude to problem solve and understand complicated problem statements required
- Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
- 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
- Experience with a Service Management (ZenDesk, Service Cloud, Service Now, etc.) required
- Experience with a Knowledge Management system and creating knowledge articles 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 working with government (state or local) customers or agencies preferred
- Experience working with permitting, licensing, and code enforcement software
- Experience with a software using workflows, approvals, fees, attachments and reporting functionality
- Experience with payment processors (ie: Stripe, Pace)
- 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 (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
- 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
- Contribute to the existing knowledge base to support customer self-service and training
- Participate in scheduled training sessions to learn internal and proprietary technologies
OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their tools help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out in the government technology market by addressing the specific challenges faced by local governments, such as outdated systems and the need for transparency. Their software enables government leaders to analyze data effectively, recognize trends, and connect strategic initiatives to measurable outcomes. The company operates on a subscription-based model, ensuring a consistent revenue stream while supporting local governments in modernizing their operations.
Company Stage
Acquired
Total Funding
$221.8M
Headquarters
Redwood City, California
Founded
2012
6 month growth
↑ 6%1 year growth
↑ 10%2 year growth
↑ 60%
Simplify's Take
What believers are saying
- OpenGov's SaaS model ensures a steady stream of recurring revenue, providing financial stability and enabling continuous innovation.
- The company's strategic acquisitions and partnerships, such as with Cox Enterprises, enhance its market position and expand its product offerings.
- OpenGov's solutions significantly improve efficiency and transparency for local governments, making it an attractive choice for public sector clients.
What critics are saying
- The public sector's slow adoption of new technologies could hinder OpenGov's growth and market penetration.
- Dependence on government contracts may expose OpenGov to political and budgetary fluctuations, impacting revenue stability.
What makes OpenGov unique
- OpenGov's deep expertise in the public sector, with over 500 years of collective experience, sets it apart from competitors who may lack such specialized knowledge.
- Their comprehensive suite of cloud-based solutions specifically tailored for government needs, such as strategic budgeting and permitting, offers a significant advantage over more generalized software providers.
- The recent acquisition of iGovServices expands OpenGov's capabilities into tax and revenue management, further differentiating its product offerings.
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Benefits
Competitive Salary
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Unlimited Vacation
Mission-Driven Colleagues
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