[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

CivicPlus is the only government technology company exclusively committed to powering and empowering governments to efficiently operate, serve, and govern through the use of our innovative and integrated technology solutions purpose-built and supported by former municipal leaders and award-winning support teams. It was founded in 1998, and is headquartered in Manhattan, Kansas, USA, with a workforce of 501-1000 employees. Its website is http://www.civicplus.com.

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