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Mid LevelFull-timeRustAIAPI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment.
Key Responsibilities
- →Provide customer technical support via omnichannel interactions to achieve key performance goals
- →Utilize Salesforce Service Cloud for case management, ensuring timely updates and First Contact Resolution
- →Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations
- →Triage customer reported incidents for severity, urgency and content
- →Troubleshoot a wide range of technologies and replicate incidents
- →Provide technical guidance and software training to customers and internal teams
- →Contribute to the existing knowledge base to support customer self-service and training
- →Utilize AI tools to service more customers faster with higher quality
Requirements
- ✓Experience in working with/troubleshooting Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement Products/Software
- ✓Strong technical aptitude to problem solve and understand complicated problem statements
- ✓Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues
- ✓Excellent organizational, time-management, and prioritization skills
- ✓Ability to collaborate and thrive within a team environment
- ✓Ability to learn new technologies and concepts quickly
- ✓Must be able to work specific shifts to provide support during business hours
- ✓Participate in rotating on-call after business hours support
- ✓Experience or interest in using AI
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