Technical Support Engineer

February 22

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CivicPlus

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CivicPlus is a leading provider of technology solutions for local governments, aimed at transforming the way municipalities operate and engage with their residents. With over 25 years of experience, CivicPlus offers a broad range of software solutions designed to automate processes, digitize services, and enhance civic experiences, all while ensuring compliance and accessibility. Their offerings include municipal websites, mass notification systems, social media archiving, 311 CRM system, and agenda and meeting management, among others. CivicPlus focuses on delivering a modern government experience, providing flexible, scalable, and customizable solutions to meet the complex needs of public sector operations. Their technology is trusted by over 10,000 local governments and is designed to improve communication, streamline workflows, and increase civic participation and satisfaction.

Government Websites • Digital Community Engagement • Website Design and Hosting • Parks and Rec Management • Agenda and Meeting Management

501 - 1000 employees

Founded 2001

📋 Compliance

🏛️ Government

☁️ SaaS

📋 Description

• A Technical Support Engineer I provides exceptional technical support and customer service for all CivicPlus products. • CivicPlus utilizes support tickets via email, live chat, and phone channels to provide world class support and customer service. • The Technical Support Engineer I must be able to communicate effectively and provide technical solutions across all channels of customer inquiry.

🎯 Requirements

• Provide best in class front-line, customer-facing, technical support, and service • Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation • Internally document all interactions with relevant details via ticketing software • Build strong and effective working relationships with colleagues and customers • Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation • Identify, advocate, and escalate trending issues –ensuring that repetitive usability impediments are being addressed by our product engineering teams • Act as a subject matter expert and make recommendations on product documentation for internal staff and customers • Provide guidance to and collaborate with other internal departments to ensure successful outcomes for CivicPlus customers • Work diligently to achieve CivicPlus service level objectives • Able to work at a computer and monitor for extended periods of time. • Provide clear, concise, comprehensive communication written and verbal • Excellent interpersonal skills, be pro-active and a self-starter • Adaptability to quickly changing growth environment • Strong written and verbal communication skills • Strong technical and analytical skills (HTML, CSS, and JavaScript) • Customer-focused, anticipating customer needs and concerns • Ability to manage and prioritize multiple task / deadlines • Driven to improve through training, personal growth, and other means • Ability to work through ambiguity

🏖️ Benefits

• Comprehensive health insurance • Dental insurance • Vision insurance • Flexable Time Off • 401(k) plan • and more.