[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