The Support Specialist - Tier 1 is responsible for all front-line customer interactions via phone, chat, and email in the Support organization. The ideal team member will provide quality first response to omnichannel customer interactions, providing technical support towards first contact resolution, and achieving high customer satisfaction. This position will work closely alongside the Application Support Analysts - Tier 2, Professional Services, and Customer Success teams to solve customer cases.

Work block for this person would be 7-4 PM EST

• 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.

• 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.

Participate in rotating on-call after business hours support 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.

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times’ 40 under 40 class of 2018!

» Funding: $200 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Cox Enterprises, and Emerson Collective.

» Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).

» Growth: Record breaking growth with 1,100+ governments (and counting) using our products and seven acquisitions in the past six years! Click here to read more.

» Culture: Winner of Forbes 2022 Best Startup Employers, Winner of 2022 Top Workplaces USA award, 50 Best Workplaces award. Check out our Careers Video!

» Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more!

» Product: Named to the GovTech 100 (six consecutive years), we are the leader in cloud software for our nation’s cities, counties, and state agencies.

» Mission Driven: We are a technology company with a passion for the mission. We’re powering more effective and accountable government.

Come join us and make a positive social impact!