OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. OpenGov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector. The OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust. Learn more or request a demo at opengov.com OPENGOV & Customer Support Providing special opportunities for • Career Launches • Fresh Starts • Dream Chasers "Success is not just about the destination, but the person you become along the way." YES, at OpenGov we are aspirational. We believe in our continuous future and longevity to powering more effective and accountable government. We embrace the discomfort of growth, create opportunity in the market, and believe our individualistic potential as well as our customer's potential is limitless. We have accomplished feats never thought possible and our successes have been born from our big and growing aspirations. OpenGov is the game-changing, cloud-based software company on a mission to revolutionize antiquated and disjointed government operations. The work we do is meaningful and makes an impact on the communities we live in! We're not your average company. We are setting the new benchmark for customer value and delight and are a vibrant and dynamic team of trailblazers, dedicated to empowering the public sector with cutting-edge solutions. Our modern approach transforms the way governments work, making them more efficient, transparent, and engaging for individuals like you. As part of our Customer Support team, you won't just be achieving targets and helping customers - you'll be part of a team that's shattering records, acting as a trusted advisor, and empowering our customers to make change. In the past year, we've achieved record-breaking numbers, consistently exceeding our performance goals across the board. By joining us, you'll be part of a company that isn't just succeeding - it's thriving. Be at the forefront of our one-of-a-kind mission. •  Are you ready to take action and make a “buzz”? Maybe this is your calling •  Are you interested in purpose-driven ventures that drive real change on a big scale? Maybe this is your stage. •  Do you value perspective, authenticity, a fun team, and receptive and approachable coaches? Maybe this is just your joyful road to financial happiness and lifelong learning. •  Are you interested in becoming the best version of yourself and achieving that potential you may have never seen possible? Find it here. •  Do you want to utilize your tech-savvy abilities, feel valued for your understanding of it and how it works, and help people all at the same time? We do too. We have all the tools and insights to enable your success, including a best-in-class Center of Excellence that is set up to launch careers. Come join us and help "raise the bar”! Job Summary: The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field. The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training. Responsibilities:

Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.

Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.

Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.

Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.

Perform research across various tools to determine if the incident is a known issue or defect.

Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.

Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.

Contribute to the existing knowledge base to support customer self-service and training.

Participate in scheduled training sessions to learn internal and proprietary technologies.

Requirements and Preferred Experience:

Bachelor’s degree or equivalent experience preferred.

Strong interpersonal, written and verbal communication skills required.

Strong technical aptitude to problem solve and understand complicated problem statements required.

Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required.

Excellent organizational, time-management, and prioritization skills required.

Ability to collaborate and thrive within a team environment required.

Ability to learn new technologies and concepts quickly required.

Ability to handle multiple competing priorities required.

Must be able to work specific shifts to provide support during business hours required.

Participate in rotating on-call after business hours support required.

Experience working with government (state or local) customers or agencies preferred.