[Remote] Technical Support Engineer I

Note: The job is a remote job and is open to candidates in USA. 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

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
• 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

Benefits

• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Flexible Time Off
• 401(k) plan
• And more.

Company Overview