Technical Support Engineer I

at  CivicPlus LLC

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.

Your Impact:

• 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

There is no perfect candidate, but we are looking for:

• 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
• Degree in relevant technologies (Preferred) or comparable experience

• Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!

  We offer competitive salary and benefits packages, including health insurance, retirement plans, flexible time off, and a commitment to Diversity, Equity, Inclusion, and Belonging. If you are passionate about technology and want to make a meaningful impact in your community, we’d love to hear from you.
  We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve, and we recognize that diverse and inclusive teams lead to more innovation and better financial returns. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Compensation and Benefits:

• Estimated Salary Range: $41,600 - $56,500 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

What is our hiring process?

• Introductory Call with a member of our Talent Acquisition team.
• First Interview with the Hiring Manager
• Second Interview- Panel Interview with up to 4 CivicPlus Team Members
• Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
• Offer

Please note that the specifics of this process may vary based on the position you’re applying for.

Please refer the Job description for details