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Customer Support Specialist
Tier 1, Eastern
Posted on 8/9/2022
Everett, MA, USA
Experience Level
Desired Skills
  • Bachelor's degree or equivalent experience preferred
  • 2+ 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 Desk platform (ZenDesk, Service Cloud, SNOW, JSD, 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
  • Experience working with government (state or local) customers or agencies preferred
  • Working knowledge of accounting and budgeting principles preferred Procurement, sourcing or bidding experience preferred
  • 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 desk platform (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 in case content
  • Perform research across various tools to determine if the incident is a known issue or defect
  • Conduct troubleshooting by replicating incidents versus the expected results and document steps to reproduce prior to escalating to Tier 2
  • Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes
  • Develop the skills necessary to troubleshoot a wide range of products and technologies using standard procedures
  • Participate in scheduled training sessions to learn internal and proprietary technologies

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
  • Competitive Salary
  • Work from Anywhere
  • Unlimited Vacation
  • Mission-Driven Colleagues
  • World-Class Healthcare
  • Professional Development
  • Family Matters
  • Amazing Customers
Company Core Values
  • We do what we say we'll do
  • We have passion for the mission
  • We drive for customer impact