Product Support Rep III

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 escalated technical support directly to CentralSquare’s customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. This role also troubleshoots and resolves escalated technical issues using limited discretion.

REQUIREMENTS:

• Bachelors in IT or equivalent relevant experience required;
• 5+ years experience in a software support or other related position;
• Proficient in SQL Server

• 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.
• Strong documentation and communication skills. Maintain 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 & customer facing content to be used in our Knowledge Base (KB)
• Review and publish draft content written by others
• 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.
• Handle escalated calls/issues of increasing complexity.
• May utilize limited independent discretion to resolve customer issues.
• Troubleshoots technical issues of increasing complexity.
• May assist in training other members of the product support teams.
• Ensure that individual performance meets or exceeds department standards.
• Create and maintain strong working relationships with cross-functional teams within the company.
• Work with customers to identify reported system defects.
• Works under limited 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.