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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 by connecting with government leaders across the country. This entry-level position involves training and supporting users in OpenGov products to transform how they serve their communities, with a focus on technical problem-solving and AI applications.
Key Responsibilities
- →Provide customer technical support via omnichannel interactions (Phone, Chat, Web, Email) to achieve key performance goals
- →Utilize Salesforce Service Cloud for case management, ensuring timely updates and First Contact Resolution
- →Independently assess, prioritize, and resolve incoming cases with technical expertise
- →Triage customer incidents for severity and urgency, researching known issues or defects
- →Troubleshoot a wide range of technologies and document steps to reproduce incidents
- →Provide technical guidance and software training to customers and internal teams
- →Contribute to the knowledge base to support customer self-service and training
- →Participate in scheduled training sessions to learn internal and proprietary technologies
- →Utilize AI tools to service customers more efficiently
Requirements
- ✓Experience in working with/troubleshooting SQL, Data Management, GIS, ETLWorks pipeline, and API data failures
- ✓Strong interpersonal, written, and verbal communication skills
- ✓Technical aptitude for problem-solving and understanding complex problem statements
- ✓Ability to develop and maintain clear documentation for troubleshooting and resolving issues
- ✓Excellent organizational, time-management, and prioritization skills
- ✓Ability to collaborate and thrive within a team environment
- ✓Quick learning ability for new technologies and concepts
- ✓Ability to handle multiple competing priorities
- ✓Must be able to work specific shifts during business hours
- ✓Participate in rotating on-call after business hours support
- ✓Experience or interest in using AI
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