[Remote] Technical Support Engineer I

Note: The job is a remote job and is open to candidates in USA. CivicPlus is a company dedicated to innovation and collaboration in local government services. They are seeking a Technical Support Engineer I to provide exceptional customer service and technical assistance across all CivicPlus products while ensuring clear communication and documentation of customer issues.ResponsibilitiesDeliver exemplary front-line technical support and service to customersInvestigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentationDocument all interactions comprehensively using ticketing softwareCultivate strong working relationships with both colleagues and customersEscalate unresolved issues to designated internal teams with detailed documentationIdentify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teamsServe as a subject matter expert and contribute to product documentation for internal staff and customersProvide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customersWork diligently to achieve CivicPlus service level objectivesSkillsDeliver exemplary front-line technical support and service to customersInvestigate, troubleshoot, and resolve customer issues while maintaining clear and user-friendly communication and documentationDocument all interactions comprehensively using ticketing softwareCultivate strong working relationships with both colleagues and customersEscalate unresolved issues to designated internal teams with detailed documentationIdentify and escalate trending issues, advocating for the resolution of repetitive usability impediments by product engineering teamsServe as a subject matter expert and contribute to product documentation for internal staff and customersReview and troubleshoot product / api integrations, compatibility, and end to end functionalityProvide guidance and collaborate with internal departments to ensure successful outcomes for CivicPlus customersDegree in relevant technologies (Preferred) or comparable experienceBenefitsComprehensive health insuranceDental insuranceVision insuranceFlexible Time Off401(k) planAnd more.Company OverviewCivicPlus is the only government technology company exclusively committed to powering and empowering governments to efficiently operate, serve, and govern through the use of our innovative and integrated technology solutions purpose-built and supported by former municipal leaders and award-winning support teams. It was founded in 1998, and is headquartered in Manhattan, Kansas, USA, with a workforce of 501-1000 employees. Its website is http://www.civicplus.com.



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