Administrative Services Technical Support Specialist

OpenGov Inc.; Dallas (TX); On-site; USD 52,000 - 60,000; Full time

Benefits offered by this job

Comprehensive healthcare options

Flexible vacation policy

401(k) with company match

Paid parental leave

Professional development opportunities

Job summary

A forward-thinking tech company in Dallas, Texas seeks a Technical Support Specialist to provide omni-channel technical support to government leaders across the nation. This entry-level position offers extensive training and growth opportunities, with responsibilities including case management and troubleshooting. Candidates should possess a technical degree, strong problem-solving skills, and an eagerness to learn, especially in using AI tools. Competitive compensation and benefits package included.

Qualifications

• Entry-level position for individuals eager to learn and grow.
• Ability to triage, respond to, troubleshoot, and resolve issues.
• Interest or experience in using AI tools.

Responsibilities

• Provide customer technical support via omnichannel interactions.
• Utilize service management system for case management.
• Independently assess and prioritize incoming cases.

Skills

Technical troubleshooting

Data Management

API data failures

Interpersonal communication

Problem solving

Organizational skills

Education

Technical degree (Computer Science preferred)

Tools

Salesforce Service Cloud

Job description

Job Summary

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems.

This entry‑level position is designed for individuals eager to learn and grow within a fast‑paced environment. You’ll receive hands‑on training, mentorship, and clear pathways for advancement.

The Technical Support Specialist provides our customers omni‑channel support via Phone, Chat, Web, and Email. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

Responsibilities

• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.
• Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.
• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.
• Perform research across various tools to determine if the incident is a known issue or defect.
• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.
• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.
• Contribute to the existing knowledge base to support customer self‑service and training.
• Participate in scheduled training sessions to learn internal and proprietary technologies.
• Utilizing AI tools to service more customers faster with higher quality.

Requirements and Preferred Experience

• Experience in working with/troubleshooting: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement Products/Software.
• Interest in building strong interpersonal, written and verbal communication skills.
• Strong technical aptitude to problem solve and understand complicated problem statements.
• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
• Excellent organizational, time‑management, and prioritization skills.
• Ability to collaborate and thrive within a team environment.
• Ability to learn new technologies and concepts quickly.
• Ability to handle multiple competing priorities.
• Must be able to work specific shifts to provide support during business hours.
• Participate in rotating on‑call after business hours support.
• Experience or interest in using AI.

Compensation

$52,000 - $60,000. On target ranges above include base plus a portion of variable compensation earned based on company and individual performance. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Benefits

• Comprehensive healthcare options for individuals and families.
• Flexible vacation policy and paid company holidays.
• 401(k) with company match.
• Paid parental leave, wellness stipends, and HSA contributions.
• Professional development and growth opportunities.
• A collaborative office environment with weekly catered lunches.