Customer Support Specialist - Tier 1

Imagine yourself here! OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).   OpenGov is the leader in modern cloud ERP software for our nation's cities, counties, and state agencies. We have surpassed 1,000 governments (and growing fast!) using our products in our mission to power more effective and accountable government. OpenGov is a 2021 Top Workplaces USA award winner! About the Customer Support Specialist - Tier 1 role: The Customer Support Specialist - Tier 1 is responsible for all front-line customer interactions via phone, chat, and email in the OpenGov Customer Support organization. The ideal team member will provide quality first response to omnichannel customer interactions, provide technical support towards first contact resolution, and achieve high customer satisfaction. This position will work closely alongside the Technical Support Analysts (Tier 2), Professional Services, and Customer Success teams to solve customer cases. We are looking for team members who demonstrate our Mission, Core Values and have a High EQ. OpenGov is the leader in providing our nation’s state and local governments with modern cloud-based software. OpenGov -Mission: Powering more effective and accountable government. OpenGov -Core Values: We do what we say we’ll do. We drive for customer impact We have a passion for the mission Customer Support Specialist - Tier 1 Responsibilities: 60% - Quality Interactions Provide customer technical support via omnichannel interactions in order to achieve key performance goals. This includes ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels. Utilize service desk platform (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Customer Support. 20% - Triaging & Troubleshooting Triage customers reported incidents for severity, urgency, and content to ensure consistency and quality in case content. Perform research across various tools to determine if the incident is a known issue or defect. Conduct troubleshooting by replicating incidents versus the expected results and document steps to reproduce prior to escalating to Tier 2. 10% - Knowledge Management Add to the OpenGov Resource Center by creating new knowledge content based on resolved cases. Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes. 10% - Growth & Development Develop the skills necessary to troubleshoot a wide range of products and technologies using standard procedures. Participate in scheduled training sessions to learn internal and proprietary technologies. Utilize OpenGov education portal to expand your technology skills to improve case resolution and for career advancement. Minimum Qualifications: • Bachelor’s degree or equivalent experience • 2 years of Support Center experience with SaaS products • Strong interpersonal, written, and verbal communication skills • Strong technical aptitude to problem solve and understand complicated problem statements • Proficiency with documenting cases by training, responding, troubleshooting, and resolving • Excellent organizational, time-management, and prioritization skills • Ability to collaborate and thrive within a team environment • Ability to learn new technologies and concepts quickly • Ability to handle multiple competing priorities • Experience with a Service Desk platform (ZenDesk, Service Cloud, SNOW, JSD, etc.) • Experience with a Knowledge Management system and creating knowledge articles • Participate in rotating on-call after business hours support Preferred Qualifications: • Experience working with government (state or local) customers or agencies • Working knowledge of accounting and budgeting principles • Procurement, sourcing, or bidding experience What makes OpenGov unique » Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs and SF Business Times' 40 under 40 class of 2018! » Funding: $140 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, and Emerson Collective. Click here to read more about our latest round of funding! » Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia). » Growth: Double growth with 1,000 governments (and counting) using our products! » Culture: Winner of 2021 Top Workplaces USA award, Forbes 2021 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video! » Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more! » Product: Named a Tech Pioneer by the World Economic Forum, we are the leader in cloud ERP software for our nation's cities, counties, and state agencies. » Mission Driven: We are a technology company helping out our communities, cities, and states. We're powering more effective and accountable government. Come join us and make a positive social impact! OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.