Technical Support Engineer II - Remote

Overview

The Technical Support Engineer II is responsible for delivering exemplary technical support and customer service across all CivicPlus products. Utilizing email, live chat, and phone channels, they ensure a superior support experience for customers. Effective communication and technical proficiency are paramount as they address inquiries and provide solutions.

In Short

• Provide exceptional technical support and service directly to customers.
• Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation.
• Maintain detailed internal records of all interactions using ticketing software.
• Cultivate strong relationships with colleagues and customers.
• Escalate unresolved issues with comprehensive documentation to designated internal teams.
• Identify and escalate recurring issues, facilitating their resolution by product engineering teams.
• Collaborate with internal departments to ensure customer success.
• Demonstrate deep product knowledge and familiarity with CivicPlus processes.
• Act as a subject matter expert, contributing to internal and customer-facing training documentation.
• Consistently achieve or exceed service level targets.
• Drive efficiency improvements in workload management.
• Mentor new employees, providing training in troubleshooting, business processes, and product knowledge.

Requirements

• Strong interpersonal skills and a proactive, self-starting attitude.
• Excellent written and verbal communication abilities.
• Proficiency in technical skills including HTML, CSS, and JavaScript.
• Customer-centric approach with a focus on anticipating needs and concerns.
• Effective time management and prioritization of tasks and deadlines.
• Commitment to continuous improvement through training and personal development.
• Bachelor’s degree in Information Systems Technology or equivalent experience.
• Ability to thrive in ambiguous situations.

Benefits

• Make a real impact for local governments.
• Go beyond ticket-taking: ownership of troubleshooting complex issues.
• Grow as a technical expert and mentor.
• Work with a collaborative, customer-first team.