Community Services Technical Support Specialist at OpenGov

Dallas, Texas, United States

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$52,000 – $60,000Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Government Technology, Public Sector, ERPIndustries

Requirements

Experience in working with/troubleshooting: SQL and Data Management, GIS, ETLWorks pipeline, API data failures
Ability to build strong interpersonal, written and verbal communication skills
Strong technical aptitude to problem solve and understand complicated problem statements
Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues
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
Technical degree (Computer Science degree preferred)

Responsibilities

Provide customer technical support via omnichannel interactions (Phone, Chat, Web, and Email) to achieve key performance goals, ensuring timely and accurate resolution while meeting or exceeding service levels
Utilize service management system (Salesforce Service Cloud) for case management, including adequate log notes, timely case updates, and working towards First Contact Resolution (FCR)
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, replicate incidents versus 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
Utilize AI tools to service more customers faster with higher quality

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportProblem SolvingAISoftware TrainingComputer ScienceAnalytical SkillsOmni-channel SupportCase Management

Questions & Answers

Common questions about this position

What is the salary range for the Community Services Technical Support Specialist position?

The salary range is $52K - $60K.

Is this position remote or onsite?

This is an onsite position.

What skills or qualifications are required for this role?

A technical degree (Computer Science preferred), analytical problem-solving skills, interest in AI for complex problems, and experience with troubleshooting, case management in Salesforce Service Cloud, and omni-channel support are required.

What is the work environment like at OpenGov?

It's a fast-paced environment with hands-on training, mentorship, and clear pathways for advancement, focused on supporting government leaders with AI and ERP solutions.

What makes a strong candidate for this Technical Support Specialist role?

Strong candidates have a technical degree preferably in Computer Science, enjoy analytical problem-solving, are eager to learn AI applications, and can independently manage cases with high customer satisfaction in a fast-paced setting.

OpenGov

Cloud-based software for government organizations

About OpenGov

OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their products help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out from competitors by leveraging extensive experience in the public sector to address specific challenges faced by local governments, such as outdated systems and the need for transparency. The company's goal is to empower government leaders with better data analysis tools to enhance decision-making and improve engagement with constituents.

Redwood City, CaliforniaHeadquarters

2012Year Founded

$221.8MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Government & Public SectorIndustries

501-1,000Employees

Benefits

Competitive Salary

Work from Anywhere

Unlimited Vacation

Mission-Driven Colleagues

World-Class Healthcare

Professional Development

Family Matters

Amazing Customers

Risks

Increased competition from other SaaS providers targeting the public sector.

Integration challenges from iGovServices acquisition may disrupt existing services.

Reliance on cloud solutions makes OpenGov vulnerable to service outages.

Differentiation

OpenGov specializes in cloud-based solutions tailored for the public sector.

The company offers strategic budgeting, permitting, and licensing software for governments.

OpenGov's software reportedly halves the time needed for budget creation.

Upsides

Growing demand for cloud solutions as governments modernize outdated systems.

Acquisition of iGovServices expands OpenGov's offerings into tax and revenue management.

Rising adoption of electronic bidding systems enhances OpenGov's procurement solutions.

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