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Customer Support Specialist
Technical Software Support
Confirmed live in the last 24 hours
Locations
Los Angeles, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Requirements
  • 1+ experience with implementing, supporting, or reporting on software products
  • Support center experience (not a call center that follows a script)
  • Strong technical aptitude and ability to grasp technical concepts and understand the capabilities, impacts and potential risks of customer-reported issues
  • Strong written and verbal communication skills
  • Proven ability to problem-solve and understand complicated problem statements
  • Strong teamwork and ability to work within a team environment
  • Excellent interpersonal and listening skills; ability to listen and reflect accurately
  • Excellent organizational, time-management, and prioritization skills
  • Ability to learn new technologies and concepts quickly
  • Ability to handle multiple competing priorities; comfortable with high-stress situations and a fast-paced environment
Responsibilities
  • Answer phones, chat, case first response on a schedule each week
  • Triage customer reported issues for severity, urgency and content to ensure consistency and quality in case content
  • Work directly with customers to research, understand and replicate reported issues in a timely manner
  • Replicate and escalate issues to tier two support
  • Update customers on the evolving status of their cases when appropriate
  • Validate and verify case resolution with the customer
  • Add to the OpenGov resource center by creating new knowledge content based on resolved cases
  • Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes
Desired Qualifications
  • Working knowledge of accounting and budgeting principles
  • Government budgeting experience
  • Finance or accounting experience
  • Reporting experience
  • Asset management experience
  • Procurement experience
  • Experience working with government (state or local) customers or agencies
OpenGov

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
Benefits
  • 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