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
CivicPlus is the only government technology company exclusively committed to powering and empowering governments to efficiently operate, serve, and govern through the use of our innovative and integrated technology solutions purpose-built and supported by former municipal leaders and award-winning support teams. It was founded in 1998, and is headquartered in Manhattan, Kansas, USA, with a workforce of 501-1000 employees. Its website is http://www.civicplus.com.