Product Support Rep I

at  CentralSquare Technologies

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.

JOB SUMMARY

This role provides first-tier technical support directly to CentralSquare’s customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

REQUIREMENTS

• Customer Service and Remote Desktop experience required
• Capable to meet CJIS Clearance across all states and territories
• 0-1 year experience in software support or other related position
• Strong communication skills with the capability of interfacing with all levels of the organization
• On call after hours on a rotational schedule

• 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 draft 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 without the

need for supervisory intervention

• Maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards.
• 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.
• Performs 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.