Technical Support Engineer I - Remote

Overview

A Technical Support Engineer I provides exceptional technical support and customer service for all CivicPlus products. CivicPlus utilizes support tickets via email, live chat, and phone channels to provide world class support and customer service. The Technical Support Engineer I must be able to communicate effectively and provide technical solutions across all channels of customer inquiry.

In Short

• Provide best in class front-line, customer-facing, technical support, and service
• Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation
• Internally document all interactions with relevant details via ticketing software
• Build strong and effective working relationships with colleagues and customers
• Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation
• Identify, advocate, and escalate trending issues –ensuring that repetitive usability impediments are being addressed by our product engineering teams
• Act as a subject matter expert and make recommendations on product documentation for internal staff and customers
• Provide guidance to and collaborate with other internal departments to ensure successful outcomes for CivicPlus customers
• Work diligently to achieve CivicPlus service level objectives

Requirements

• Able to work at a computer and monitor for extended periods of time.
• Provide clear, concise, comprehensive communication written and verbal
• Excellent interpersonal skills, be pro-active and a self-starter
• Adaptability to quickly changing growth environment
• Strong written and verbal communication skills
• Strong technical and analytical skills (HTML, CSS, and JavaScript)
• Customer-focused, anticipating customer needs and concerns
• Ability to manage and prioritize multiple task / deadlines
• Driven to improve through training, personal growth, and other means
• Ability to work through ambiguity
• Degree in relevant technologies (Preferred) or comparable experience

Benefits

• Estimated Salary Range: $20.00-$27.16 per hour
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.
• Various advancement and learning opportunities
• Great work life balance
• Fun virtual team environment