Technical Support Specialist

About the Company:

We provide cloud-based software solutions that empower organizations to operate more efficiently and serve their communities more effectively. As a mission-driven organization, we are committed to creating impactful technology that improves the quality of life for the people who rely on our systems.

We're looking for team members who take pride in their work and are motivated to continuously grow their skills and knowledge. If that sounds like you—and you thrive in a collaborative, purpose-driven environment—we'd love to have you on our team.

About the Role:

Our technical support team serves as the primary point of contact for users seeking assistance with our software solutions. This role provides a unique opportunity to share user insights with product and engineering teams while delivering an exceptional support experience.

The Technical Support Specialist provides omni-channel support via phone, chat, web, and email. The specialist independently manages their case backlog by assessing, analyzing, and applying technical expertise toward resolution—all while maintaining high customer satisfaction. The role may also involve providing technical guidance, including impromptu user training sessions.

Key Responsibilities:

• Deliver customer technical support through multiple communication channels, ensuring timely and accurate responses that meet or exceed service standards.
• Utilize a service management system for case tracking and updates, maintaining detailed documentation and working toward First Contact Resolution (FCR).
• Triage reported incidents for severity and urgency to ensure quality and consistency.
• Research reported issues using available tools to determine whether they are known issues or new defects.
• Troubleshoot a range of technical problems by reproducing issues and documenting steps to resolution.
• Contribute to the internal knowledge base to support customer self-service and team training efforts.
• Participate in ongoing training to stay current on internal systems, tools, and proprietary technologies.
  
  

• Bachelor's degree or equivalent experience preferred
• 1+ years of experience in a technical support or help desk role for SaaS products required
• Experience with a service management system (e.g., HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, etc.) required
• Strong interpersonal, written, and verbal communication skills required
• Strong technical aptitude with the ability to analyze complex issues and problem statements required
• Microsoft SQL database knowledge preferred
• Proficiency in documenting, triaging, troubleshooting, and resolving support cases required
• Excellent organizational, time management, and prioritization skills required
• Ability to collaborate effectively in a team environment required
• Ability to learn new technologies and concepts quickly required
• Ability to manage multiple competing priorities required
• Experience supporting public sector or government clients preferred