Senior Customer Support Specialist

GovOS; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading software provider is seeking a Tier 2 support specialist to assist citizens using their online platform. The role includes responding to support requests, troubleshooting issues, and providing technical assistance. With a minimum of 3 years of support experience and A+ certification preferred, the successful candidate will thrive in a remote environment. Comprehensive benefits include medical and dental insurance, hybrid work modality, and additional stipends for wellness and contributions to savings.

Servicios

Free major medical for employee and dependents

Leadership and career development opportunities

Paid holidays

Christmas Bonus

Wellness stipend up to 1000 MXP per month

Formación

• At least 3 years of support experience.
• Experience supporting custom/proprietary software applications.
• Experience supporting hardware including desktops, printers, scanners.

Responsabilidades

• Respond to support requests escalated from Tier 1.
• Log all requests and incidents in the call tracking system.
• Maintain a high degree of customer service for all support queries.

Conocimientos

3+ years of support experience

Experience with custom software applications

Database experience (SQL or MySQL)

Effective communication

A+ Certification or equivalent

Herramientas

Anti-Virus Software

Microsoft Office

Salesforce or Service Cloud

Descripción del empleo

GovOS is a leading provider of transaction and compliance software for state and local governments to streamline property, licensing, and tax interactions with businesses and citizens. Headquartered in Austin, Texas, GovOS serves more than 800 government agencies across the United States. With the company’s secure suite of cloud-based solutions, governments can maximize revenue, increase compliance, reduce costs, and meet constituent demand for modern, self-service transaction and payment services.

Across the country, local governments are working hard to improve the lives of their citizens, as well as their own employees. We are 100% invested in providing governments with innovative solutions and industry‑leading services that will help them deliver impactful change in their communities. Government agencies have been winning awards with us for almost 20 years now. We have the highest customer retention rates in our industry because no one works harder than we do to ensure our customers’ success.

Our Mission Statement

To enable state and local governments to modernize their citizens and business transactions through innovative SaaS solutions and seamless payments.

At GovOS, we believe that government's potential to do good is largely measured by how quickly they respond to and accommodate citizen needs, both online and off. Evolving out of 30 plus years of providing public sector services, GovOS has been built with the mission to accelerate the digital transformation of government. We are committed to being exceptional partners with agencies nationwide as we work together to bridge the growing gap between the analog and digital ages.

Summary

The Tier 2 support provides system and website support to the citizens utilizing our online platform to file their taxes and submit their requirements with the associated jurisdiction. This role includes a fast‑paced environment, answering questions, providing technical assistance, and troubleshooting issues for the citizens utilizing the platform.

Duties and Responsibilities

• Respond to support requests escalated from Tier 1 from end users having issues with software and hardware devices.
• Be proactive and manage incidents from beginning through final resolution.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Log all requests and incidents in the call tracking system (Service Cloud).
• Escalate unresolved issues and ask for help from senior members of the team.
• Contribute to the overall team effectiveness and knowledge by sharing diagnostic advice and procedures with other Support techs.
• Remain professional and focused on the highest degree of customer satisfaction.
• Office hours range from 7 AM to 7 PM in Austin, TX and periodic assignments outside of normal office hours.
• Other duties as assigned.

Qualifications

• At least 3 years of support experience.
• Experience supporting custom/proprietary software applications.
• Experience supporting hardware including desktops, printers, scanners.
• Database experience (SQL or MySQL).
• XML knowledge.
• Effective communication (verbal and written).
• A+ Certification or equivalent experience.

Nice to Have

• Hands‑on experience working with and supporting the following products and tools: Anti‑Virus Software, Microsoft Office products, General System Administration, Experience with basic network troubleshooting.
• Ticketing System experience (e.g., Salesforce, Service Cloud) – a plus.

Working Conditions

This role requires the employee to work in an office type environment, using computer technology equipment. The role is rated as remote; employees must provide suitable working conditions to support technology, internet, and meetings. As this is a support position, the role may require working holidays or alternative hours outside of normal business hours to meet the support volume demand.

Physical Requirements

This role is sedentary and must be performed at a desk. The role requires the employee to work on computer technology equipment for 8 hours a day. Occasional breaks may be needed to avoid eye strain and to stretch.

Benefits

• Hybrid Modality
• Leadership and career development opportunities
• Free major medical for employee and dependents
• Free Emergency abroad insurance
• Free Dental insurance
• Life insurance
• Paid holidays
• Christmas Bonus
• Vacation Premium
• Savings fund contribution 13% of month gross base salary up to federal maximum
• Restaurant Card contribution 10% of month gross base salary up to federal maximum
• Grocery Ticket contribution 10% of month gross base salary up to federal maximum
• Wellness stipend up to 1000 MXP per month

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work experience and performance.