Core responsibilities of the position include, but are not limited to, the following:
- Technical phone support to customers
- Documentation of all customer communication through internal ticketing system, Team Support.
- Diagnosing software issues and bugs, performing appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
- Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
- Learning, understanding, implementing and training on a variety of software applications
- Identification and communication of additional revenue streams/opportunities
- Providing regular and timely status reports and progress of assigned work to the Manager of Support Services
Essential Qualifications:
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:
- 1-2 years customer service experience in a technical environment required
- Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus
- Familiarity with using CRM Platforms to document all customer communication
- History of use with Microsoft 365, Teams, and VOIP systems preferred
- Demonstrated ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and overall productivity.
- Ability to identify customer business challenges and communicate opportunities for process improvement, automation, or AI-driven solutions.
- Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
- Ability to analyze customer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
- Strong organizational skills with the ability to prioritize competing demands while maintaining attention to detail.
- Commitment to continuous learning and adoption of emerging technologies and best practices.
- Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.
Salary range: $65,000 - $75,000 USD per year.