CentralSquare is a unique enterprise software company whose mission is to build safer, smarter, more connected communities. More than 8,000 public sector agencies trust CentralSquare solutions each and every day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

REQUIREMENTS

• Degree in IT or equivalent relevant experience required
• 1-2 years experience in software support or other related position
• Excellent orginizational and time management skills with ability to prioritize
• Strong communication skills with the capability of interfacing with all levels of the organization
• Strong internal motivation. Must have the ability to work independently but also contribute as part of a cohesive team
• Capable of passing nationwide and all teritories Criminal Justice Information Systems background clearance
• Participate in after hours on call rotation

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Use Knowledge Base (KB) to solve Cases in a timely manner
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
• Create internal content to be used in our Knowledge Base (KB)
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Effectively handle difficult customer interactions and challenging customer problems with limited need for supervisory intervention
• Maintains poise and professionalism even with very difficult and demanding customers.
• Handle escalated calls/issues of increasing complexity.
• Develop strong working relationships with cross-functional teams within the company.
• Work with customers to identify reported system defects.
• Works primarily under supervision and follows established procedures and guidelines.
• All other duties as assigned.
  CentralSquare Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.