Technical Support Engineer II

CivicPlus is dedicated to improving local government services through innovative technology. The Technical Support Engineer II is responsible for providing exceptional technical support to customers, troubleshooting issues, and collaborating with internal teams to enhance customer success.

Responsibilities:

• Provide exceptional technical support and service directly to customers
• Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation
• Maintain detailed internal records of all interactions using ticketing software
• Cultivate strong relationships with colleagues and customers
• Escalate unresolved issues with comprehensive documentation to designated internal teams
• Identify and escalate recurring issues, facilitating their resolution by product engineering teams
• Collaborate with internal departments to ensure customer success
• Demonstrate deep product knowledge and familiarity with CivicPlus processes
• Act as a subject matter expert, contributing to internal and customer-facing training documentation
• Consistently achieve or exceed service level targets
• Drive efficiency improvements in workload management
• Mentor new employees, providing training in troubleshooting, business processes, and product knowledge

Requirements:

• Strong interpersonal skills and a proactive, self-starting attitude
• Excellent written and verbal communication abilities
• Proficiency in technical skills including HTML, CSS, and JavaScript
• Customer-centric approach with a focus on anticipating needs and concerns
• Effective time management and prioritization of tasks and deadlines
• Commitment to continuous improvement through training and personal development
• Bachelor's degree in Information Systems Technology or equivalent experience
• Ability to thrive in ambiguous situations