Technical Support Specialist

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. You'll receive hands-on training, mentorship, and clear pathways for advancement. The Technical Support Specialist provides customers omni-channel support via Phone, Chat, Web, and Email and independently manages their case backlog while delivering high customer satisfaction. This position will be in-shift, and after being fully trained on the product and support operations, become 3rd Shift, remote. Training will occur in the Pune Office during standard IST hours.

Responsibilities

Provide customer technical support via omnichannel interactions to achieve key performance goals, ensuring timely and accurate responses and meeting or exceeding service levels; Utilize service management system (Salesforce Service Cloud) for case management, providing log notes, timely case updates, and working towards First Contact Resolution (FCR); Independently assess and prioritize incoming cases, applying technical judgment to determine resolutions or escalations; Triage customer reported incidents for severity, urgency and content; Perform research across various tools to determine if an incident is a known issue or defect; Troubleshoot a wide range of technologies, replicate incidents versus expected results, and document steps to reproduce; Provide technical guidance and software training to customers and internal teams; Contribute to the existing 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 more customers faster with higher quality

Requirements

Technical degree; 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; Interest in building strong interpersonal, written and verbal communication skills; 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; Ability to handle multiple competing priorities; 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

Nice to have

Computer Science degree

Benefits

Comprehensive healthcare options for individuals and families; Flexible vacation policy and paid company holidays; 401(k) with company match; Paid parental leave, wellness stipends, and HSA contributions; Professional development and growth opportunities; A collaborative office environment with weekly catered lunches