CivicPlus

Powering and Empowering Government

Technical Support Engineer II

Support EngineerSupport EngineerFull TimeRemoteTeam 501-1,000Since 2001H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

5 days ago

Salary

$22 - $31 / hour

Bachelor DegreeEnglish

Job Description

• Provide exceptional technical support and service directly to customers. • Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation. • Maintain detailed internal records of all interactions using ticketing software. • Cultivate strong relationships with colleagues and customers. • Escalate unresolved issues with comprehensive documentation to designated internal teams. • Identify and escalate recurring issues, facilitating their resolution by product engineering teams. • Collaborate with internal departments to ensure customer success. • Demonstrate deep product knowledge and familiarity with CivicPlus processes. • Act as a subject matter expert, contributing to internal and customer-facing training documentation. • Consistently achieve or exceed service level targets. • Drive efficiency improvements in workload management. • Mentor new employees, providing training in troubleshooting, business processes, and product knowledge.

Job Requirements

  • Bachelor’s degree in Information Systems Technology or equivalent experience.
  • Strong interpersonal skills and a proactive, self-starting attitude.
  • Excellent written and verbal communication abilities.
  • Proficiency in technical skills including HTML, CSS, and JavaScript.
  • Customer-centric approach with a focus on anticipating needs and concerns.
  • Effective time management and prioritization of tasks and deadlines.
  • Commitment to continuous improvement through training and personal development.
  • Ability to thrive in ambiguous situations.

Benefits

  • Comprehensive health insurance
  • Dental insurance
  • Vision insurance
  • Flexible Time Off
  • 401(k) plan

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