Technical Customer Support Specialist - Remote

Overview

Authorium’s customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more. We are looking for an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting customers’ use of the Authorium platform. In this role, you'll help ensure government agencies can deliver critical services effectively while advancing their operational innovation.

In Short

• Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses.
• Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.
• Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering.
• Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications.
• Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.

Requirements

• Experience in customer support or technical support roles.
• Strong problem-solving skills and ability to communicate effectively.
• Familiarity with product documentation and user feedback processes.
• Ability to work collaboratively with cross-functional teams.
• Experience in incident management and support.

Benefits

• Opportunity to work with innovative government solutions.
• Flexible working environment with remote options.
• Collaborative team culture.
• Professional development opportunities.