Technical Support Engineer I - Remote

Overview

A Technical Support Engineer I provides exceptional technical support and customer service for all CivicPlus products, utilizing support tickets via email, live chat, and phone channels.

In Short

• Provide best in class front-line, customer-facing technical support.
• Investigate, troubleshoot, and resolve customer issues.
• Document all interactions via ticketing software.
• Build strong relationships with colleagues and customers.
• Escalate unresolved issues to internal teams.
• Identify and escalate trending issues to product engineering teams.
• Act as a subject matter expert on product documentation.
• Collaborate with internal departments for successful outcomes.
• Work to achieve CivicPlus service level objectives.
• Adapt to a quickly changing growth environment.

Requirements

• Strong written and verbal communication skills.
• Excellent interpersonal skills and a proactive attitude.
• Technical and analytical skills (HTML, CSS, and JavaScript).
• Ability to manage multiple tasks and deadlines.
• Degree in relevant technologies or comparable experience preferred.
• Customer-focused with an ability to anticipate needs.
• Ability to work through ambiguity.
• Adaptability to changing environments.
• Willingness to improve through training and personal growth.
• Able to work at a computer for extended periods.

Benefits

• Comprehensive health, dental, and vision insurance.
• Flexible Time Off.
• 401(k) plan.
• Various advancement and learning opportunities.
• Great work-life balance.
• Fun virtual team environment.