Community Services Technical Support Specialist

Alumni Ventures; United States; 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

Wellness stipends

Collaborative office environment

Job summary

Alumni Ventures is seeking a Technical Support Specialist in Dallas, Texas. This entry-level position focuses on providing omni-channel customer support while ensuring high satisfaction rates through extensive hands-on training and mentorship.

The ideal candidate will have a technical background, strong communication skills, and a passion for using AI technologies. Comprehensive benefits include healthcare options, flexible vacations, and professional development opportunities.

Qualifications

• Experience or interest in using AI.
• Ability to handle multiple competing priorities.
• Must be able to work specific shifts.

Responsibilities

• Provide omnichannel technical support ensuring timely resolution.
• Manage cases using Salesforce Service Cloud.
• Assess and prioritize incoming technical cases.

Skills

Strong interpersonal, written, and verbal communication skills

SQL and Data Management troubleshooting

Technical aptitude for problem solving

Organizational and time-management skills

Ability to learn new technologies quickly

Education

Technical degree (Computer Science preferred)

Tools

Salesforce Service Cloud

AI tools

Job description

Location

US | Texas | Dallas

Employment Type

Full time

Location Type

On-site

Department

Support Services

Compensation

• $52K – $60K

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. They independently manage their case backlog by assessing, analyzing, and providing technical expertise toward 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 to achieve key performance goals, ensuring timely and accurate resolution and meeting or exceeding service levels.
• Utilize Salesforce Service Cloud for case management by providing adequate log notes, timely case updates, and working toward First Contact Resolution (FCR) for incoming inquiries.
• 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 expected results, documenting 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.
• Utilize AI tools to service more customers faster with higher quality.

Requirements and Preferred Experience

• Experience working with or troubleshooting SQL and Data Management, GIS, ETLWorks pipeline, API data failures.
• Strong interpersonal, written, and verbal communication skills.
• Strong technical aptitude to 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 that is 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
• Collaborative office environment with weekly catered lunches.