[Remote] Technical Support Engineer I
Note: The job is a remote job and is open to candidates in USA. CivicPlus is a company dedicated to innovation and collaboration in local government services. They are seeking a Technical Support Engineer I to provide exceptional customer service and technical assistance across all CivicPlus products while ensuring clear communication and documentation of customer issues.
Responsibilities
- Deliver exemplary front-line technical support and service to customers
- Investigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentation
- Document all interactions comprehensively using ticketing software
- Cultivate strong working relationships with both colleagues and customers
- Escalate unresolved issues to designated internal teams with detailed documentation
- Identify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teams
- Serve as a subject matter expert and contribute to product documentation for internal staff and customers
- Provide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customers
- Work diligently to achieve CivicPlus service level objectives
Skills
- Deliver exemplary front-line technical support and service to customers
- Investigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentation
- Document all interactions comprehensively using ticketing software
- Cultivate strong working relationships with both colleagues and customers
- Escalate unresolved issues to designated internal teams with detailed documentation
- Identify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teams
- Serve as a subject matter expert and contribute to product documentation for internal staff and customers
- Review and troubleshoot product / api integrations, compatibility, and end to end functionality
- Provide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customers
- Degree in relevant technologies (Preferred) or comparable experience
Benefits
- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Flexible Time Off
- 401(k) plan
- And more.
Company Overview