Customer Support Specialist (Technical Software Support)

Company: OpenGov
Location: Eugene
Posted on: January 26, 2023

Job Description:

Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine's list of the 100 most influential people in the world).
OpenGov is the leader in modern cloud software for local governments and state agencies. We have surpassed 1,600+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2022 Top Workplaces USA award winner and a Forbes 2022 America's Best Startup Employer!
Customer Support Specialist - Tier 1 (Monday - Friday 10AM-7PM PST )
The Customer Support Specialist - Tier 1 represents the front line of customer engagement in the OpenGov Customer Support organization. In this role you will provide direct support to OpenGov customers through phone, email and chat while learning the OpenGov ERP cloud. The Tier 1 specialist is responsible for triaging customer reported issues, ensuring appropriate detail is recorded to understand the customer issue, and partnering with the Tier 2 team to resolve the customer issue. You will work closely alongside the Technical Support Analysts, Professional Services, and Customer Success Teams to solve customer cases.
A successful Customer Support Specialist will provide first responses to the customer, complete a general assessment of the issue, document findings in an easy to follow format, engage tier two or three support, and respond back to the customer with findings and next steps. Customer issues may be time sensitive and operationally critical for our customers, so the ability to complete a quick assessment to determine next steps, is vital. In this role, you will work to resolve cases within the support organization and you will document outcomes in our knowledge base to retain and grow our learning from customer reported issues.
Key Responsibilities:
* Answer phones, chat, case first response on a schedule each week* Triage customer reported issues for severity, urgency and content to ensure consistency and quality in case content* Work directly with customers to research, understand and replicate reported issues in a timely manner* Replicate and escalate issues to tier two support* Update customers on the evolving status of their cases when appropriate* Validate and verify case resolution with the customer* Add to the OpenGov resource center by creating new knowledge content based on resolved cases* Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes
Minimum Qualifications:
* 1+ experience with implementing, supporting, or reporting on software products* Support center experience (not a call center that follows a script)* Strong technical aptitude and ability to grasp technical concepts and understand the capabilities, impacts and potential risks of customer-reported issues * Strong written and verbal communication skills * Proven ability to problem-solve and understand complicated problem statements * Strong teamwork and ability to work within a team environment * Excellent interpersonal and listening skills; ability to listen and reflect accurately * Excellent organizational, time-management, and prioritization skills * Ability to learn new technologies and concepts quickly * Ability to handle multiple competing priorities; comfortable with high-stress situations and a fast-paced environment
Preferred Qualifications:
* Working knowledge of accounting and budgeting principles* Government budgeting experience* Finance or accounting experience * Reporting experience* Asset management experience* Procurement experience* Experience working with government (state or local) customers or agencies


What makes OpenGov unique
Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018!
Funding: Over $250 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Cox Enterprises, and Emerson Collective.
Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine's list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).
Growth: Record breaking growth with 1,600+ governments (and counting) using our products and seven acquisitions in the past six years! Click here to read more.
Culture: Winner of Forbes 2022 Best Startup Employers, Winner of 2022 Top Workplaces USA award, 50 Best Workplaces award. Check out our Careers Video!
Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more!
Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.
Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.
Come join us and make a positive social impact!

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Keywords: OpenGov, Eugene , Customer Support Specialist (Technical Software Support), IT / Software / Systems , Eugene, Oregon