Technical Support Specialist

Responsibilities

• Provide customer technical support via omnichannel interactions including Phone, Chat, Web, and Email
• Utilize Salesforce Service Cloud for case management and documentation
• Independently assess, prioritize, and triage incoming cases for severity and urgency
• Perform research and troubleshooting to determine if incidents are known issues or defects
• Replicate incidents and document steps to reproduce
• Provide technical guidance and software training to customers and internal teams
• Contribute to the internal knowledge base
• Utilize AI tools to improve service speed and quality

Requirements

• Experience troubleshooting Data Management, ETLWorks pipelines, API data failures, or CSS Coding
• Experience with AP Invoicing, Utility Billing, Budgeting, or Procurement software
• Strong technical aptitude for complex problem solving
• Excellent organizational and time-management skills
• Ability to work specific shifts and participate in rotating on-call support
• Ability to learn new technologies and concepts quickly

Preferred Qualifications

• Technical degree, preferably in Computer Science
• Experience or interest in using AI tools

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• Collaborative office environment with weekly catered lunches

About the Company

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S., helping over 2,000 public sector organizations operate efficiently and strengthen public trust.