Description
About CivicPlus
At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we’re empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.
Position Description
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.
What We’re Looking For:
Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!
- 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
As a Technical Support Engineer I you will:
- 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
Compensation and Benefits:
- Estimated Salary Range: $20.00-$27.16 per hour
- The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
- Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexable Time Off, 401(k) plan, and more.
What makes being a Technical Support Engineer I exciting?
- Various advancement and learning opportunities
- Great work life balance
- Fun virtual team environment
We are committed to providing equal employment opportunities to all qualified individuals and will make reasonable accommodations for individuals with disabilities during the interview process. If you require an accommodation, please let us know in advance so we can make appropriate arrangements. We welcome and encourage candidates of all abilities to apply for this position.
Please be aware of scammers who may fraudulently allege to be from CivicPlus. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment or request interviews via text message. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at Recruiting@civicplus.com with any information you may have.
PLEASE NOTE: CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.
