Technical Support Specialist

Job Summary

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems.

This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

Responsibilities

• 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 (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.
• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
• 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.
• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.
• Contribute to the existing knowledge base to support customer self-service and training.
• Participate in scheduled training sessions to learn internal and proprietary technologies.
• Utilizing AI tools to service more customers faster with higher quality.

Requirements and Preferred Experience

• Experience in working with/troubleshooting and of the following: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting, Permitting, Procurement Products/Software, SQL, GIS Integrations
• Interest in building strong interpersonal, written and verbal communication skills required.
• Strong technical aptitude to problem solve and understand complicated problem statements required.
• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
• 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.
• Must be able to work specific shifts Monday through Friday to provide support during our business hours.
• In-Office Monday through Friday.
• Participate in rotating on-call after business hours support are occasionally required.
• Experience or interest in using AI

Compensation

$50,000 - $55,000

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches.