Customer Support Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee case queues and handle incoming tickets, phone calls, and chat inquiries with professionalism and urgency.

• Identify and resolve application and configuration issues, with an emphasis on root cause analysis and sustainable solutions.

• Maintain prompt communication with customers, particularly during service disruptions or incidents.

• Provide assistance with specific customer support needs and troubleshooting tasks.

• Record and escalate software bugs, unusual behaviors, or recurring problems to internal teams.

• Update and uphold customer records in the CRM system with meticulous attention to detail.

• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting methods, and support strategies.

• Collaborate with various teams by offering customer feedback, identifying potential sales opportunities, and sharing insights for product enhancements.

• Represent the company with product knowledge at trade shows, webinars, training sessions, and client meetings.

• Actively engage in team meetings, ongoing training, and initiatives for continuous improvement.

• Participate in after-hours support rotation as required.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 1 to 5 years of experience in Support Help Desk management is essential.

• Familiarity with Justice environments and/or Operations is preferred.

• Excellent verbal and written communication abilities.

• Well-organized, detail-oriented, and capable of handling multiple tasks independently and collaboratively.

• Competent in explaining technical concepts to both technical and non-technical audiences.

• Quick at learning and troubleshooting software applications, particularly in Windows environments.

• Proficient in Microsoft 365 applications, including Outlook, Excel, and Word.

• Not mandatory, but additional useful skills or experiences include:

• Understanding typical operations and procedures for state and local government organizations, such as cities, counties, courts, and states.

• Experience in writing and/or interpreting basic SQL queries.

• Proficiency in using CRM and ticketing systems.

• Advanced capability to read and write complex database queries.

• Knowledge of client-server structures and their relationships.

🏝️ Benefits

• Competitive benefits and compensation package.