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CivicPlus · 9 hours ago

Technical Support Engineer II

United States

Full-time

Remote

Mid Level

$22.78/hr - $31.44/hr

CivicPlus is a company focused on innovation and collaboration to support local governments. The Technical Support Engineer II is responsible for delivering exceptional technical support and customer service, troubleshooting issues, and collaborating with internal teams to ensure customer success.

GovTechInformation ServicesInformation TechnologySaaSWeb Development

No H1B

Responsibilities

Provide exceptional technical support and service directly to customers

Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation

Maintain detailed internal records of all interactions using ticketing software

Cultivate strong relationships with colleagues and customers

Escalate unresolved issues with comprehensive documentation to designated internal teams

Identify and escalate recurring issues, facilitating their resolution by product engineering teams

Collaborate with internal departments to ensure customer success

Demonstrate deep product knowledge and familiarity with CivicPlus processes

Act as a subject matter expert, contributing to internal and customer-facing training documentation

Consistently achieve or exceed service level targets

Drive efficiency improvements in workload management

Mentor new employees, providing training in troubleshooting, business processes, and product knowledge

Qualification

HTMLCSSJavaScriptTechnical SupportCustomer ServiceContinuous ImprovementInterpersonal SkillsWritten CommunicationVerbal CommunicationTime ManagementMentoring

Preferred

Strong interpersonal skills and a proactive, self-starting attitude

Excellent written and verbal communication abilities

Proficiency in technical skills including HTML, CSS, and JavaScript

Customer-centric approach with a focus on anticipating needs and concerns

Effective time management and prioritization of tasks and deadlines

Commitment to continuous improvement through training and personal development

Bachelor's degree in Information Systems Technology or equivalent experience

Ability to thrive in ambiguous situations

Benefits

Comprehensive health insurance

Dental insurance

Vision insurance

Flexible Time Off

401(k) plan

Company

CivicPlus

Glassdoor3.4

CivicPlus is the only government technology company exclusively committed to powering and empowering governments to efficiently operate, serve, and govern through the use of our innovative and integrated technology solutions purpose-built and supported by former municipal leaders and award-winning support teams.

Founded in 1998