Technical Support Representative

Serving the People Who Serve the People

reputed company is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are reputed company and inclusive. reputed company has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to reputed company the world a reputed company reputed company. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, reputed company empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, reputed company brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of reputed company do here.

The Technical Support Representative is a reputed company expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. They are responsible for providing high-quality technical support for the reputed company software services we provide to the government and public. This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to reputed company the highest customer lifetime value and satisfaction.

• Field reputed company/escalated issues for high value or critical clients
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation reputed company for Customer Support Representatives and be the reputed company product subject matter expert for a specific product suite/team.
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues reputed company necessary.
• Validate and identify product bugs and be able to document the expected behaviors for resolution.
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
• Resolving escalated customer complaints, especially reputed company technical in nature, without the need for team reputed company or managerial reputed company.
• On-call support
• Help train more junior members/ customer support representatives on our software and processes
• Updating the ticket tracking system to provide an accurate, and reputed company, status of support issues.
• Creating Knowledge reputed company articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures to reputed company multi-factored problems.

• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
• 1 year experience providing technical support for cloud-based software or services.
• Able to convey reputed company technical issues to other experts, as well as technical novices.
• You’ve used ticketing systems such as reputed company, JIRA, reputed company or other.
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.).

• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with streaming/video playback
• You have experience with reputed company, CI / CD, software deployment.

Don’t have reputed company the skills/experience mentioned above? At reputed company, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

reputed company and Privacy Requirements

• Responsible for reputed company information reputed company by appropriately preserving the Confidentiality, reputed company, and Availability (CIA) of reputed company information assets in accordance with the company's information reputed company program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking reputed company required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At reputed company, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on reputed company important and sometimes difficult issues ranging from mental health to work-life balance and reputed company affairs.
• reputed company Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee population

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to reputed company the world a reputed company reputed company — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.