Key skills
Technical supportTroubleshootingDocumentationAPI integrationsCommunication skillsCustomer serviceDegree in relevant technologiesCollaborationProblem-solvingRelationship buildingCommunication
About this role
CivicPlus is a company focused on innovation and collaboration to impact local government and its residents. The Technical Support Engineer I role involves providing exceptional customer service and technical assistance across CivicPlus products, ensuring world-class support and service to clients through various communication channels.
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
Requirements:
- 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
- Applicants must be authorized to work in the US
- Degree in relevant technologies (Preferred) or comparable experience