Customer Support Specialist (Public Sector SaaS)

FUNDVIEW; Lubbock (TX); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health coverage

Paid time off

Job summary

FUNDVIEW is seeking a detail-oriented Customer Support Specialist to assist municipal clients across core solution areas: General Ledger/Accounts Payable, Utility Billing, and Payroll. You’ll troubleshoot issues, maintain data accuracy, and ensure compliance with public sector standards.

You will work with customers and our Product team to resolve requests promptly, contribute to knowledge base, and participate in onboarding.

Qualifications

• 1–3 years of hands‑on experience in GL/AP, utility billing, payroll, or municipal court operations.
• Strong analytical, communication, and troubleshooting skills.
• Ability to translate technical concepts into user‑friendly guidance.
• Customer‑first mindset with experience supporting external clients.

Responsibilities

• Provide frontline support to municipal customers via phone, email, and tickets.
• Troubleshoot issues in GL/AP, Utility Billing, Payroll, or Municipal Court domains.
• Educate users on product features and best practices.
• Collaborate with Product and QA to track issues and enhancements.
• Maintain documentation and assist with onboarding.

Skills

Analytical skills

Communication

Troubleshooting

Customer service

Problem solving

Education

Associate degree in Accounting/Finance/Public Administration

Bachelor's degree in related field

Tools

Zendesk

Microsoft Dynamics 365

Microsoft Office

Job description

FUNDVIEW is a modern, cloud-based ERP platform built specifically for local governments with populations under 50,000. Hundreds of cities, towns, and counties rely on FUNDVIEW to replace outdated legacy systems and move beyond spreadsheets or generic accounting tools that were not purpose-built for local governments.

Our integrated SaaS suite includes finance, utility billing, payroll, permitting, code enforcement, municipal court, and citizen services, giving local governments enterprise-grade software capability without added complexity.

Our mission is to make government work easier. We deliver intuitive software, fast onboarding, and responsive support so local governments can operate more efficiently and serve their communities with confidence.

About the Role

FUNDVIEW is seeking a detail-oriented, customer-focused Customer Support Specialist to join our team supporting municipal clients across FUNDVIEW's core solution areas, which are:

• General Ledger/Accounts Payable
• Utility Billing
• Payroll

Candidates may be considered for openings in any one of these domains based on their background and our current hiring needs, and the specific module focus will be confirmed during the interview process.

In this role, you'll be a trusted resource for municipal staff, helping them troubleshoot issues, maintain accurate data, and stay aligned with public sector operational and compliance standards. You'll work directly with customers and our Product team to ensure timely resolution of support requests within your area of focus.

Key Responsibilities

• Provide frontline support to municipal customers via phone, email, and internal ticketing systems.
• Troubleshoot issues specific to your area of focus, which may include:
  • Finance (GL/AP): fund accounting structure, journal entries, approval workflows, vendor management, encumbrances, invoice processing, and payment runs.
  • Utility Billing: customer accounts, meter reads, usage calculations, billing cycles, rate structures, adjustments, credits, fees, payment application, move-ins/move-outs, final bills, delinquency, shutoffs, and reconnections.
  • Municipal Court: case management, citations, warrants, court dockets, dispositions, fine and fee assessments, collections, and compliance tracking.
  • Payroll: tax calculations, deduction setups, employee records, pay codes, payroll runs, and wage compliance.
• Educate users on product functionality, best practices, and relevant system updates.
• Collaborate with Product, Engineering/Delivery, and QA teams to elevate and track complex issues and enhancement requests.
• Maintain detailed case documentation and contribute to knowledge base articles, FAQs, and support training materials.
• Assist with onboarding and training for new customers.
• Stay current on public sector standards, compliance requirements, and regulatory/audit considerations relevant to your specialty.
• Identify recurring support trends and provide insights that influence product improvements.

Required Qualifications

• Associate degree in a related field (Accounting, Finance, Public Administration, or similar), or equivalent hands‑on experience.
• 1–3 years of relevant hands‑on experience in at least one of the following, using cloud-based or enterprise software systems:
  • General Ledger / Accounts Payable operations
  • Utility Billing operations
  • Payroll processing
  • Municipal Court or case management operations
• Working knowledge of core concepts within your area of experience (e.g., fund accounting and invoice lifecycle; rate structures and billing cycles; case lifecycle and dispositions; or tax withholding and wage compliance).
• Strong analytical, communication, and troubleshooting skills.
• Ability to translate technical or operational concepts into clear, user‑friendly guidance.
• Customer‑first mindset with experience supporting external clients.
• Ability to work independently and collaboratively, manage multiple tasks, and prioritize amid frequent interruptions.

Preferred Qualifications

• Bachelor's degree in a related field (Accounting, Finance, Public Administration, or similar) or equivalent hands‑on experience.
• Experience in B2B SaaS customer support roles.
• Public sector or local government experience relevant to your domain.
• Familiarity with ticketing systems (e.g., Zendesk, Microsoft Dynamics 365).
• Exposure to software implementation support, data conversion, or customer training activities.
• Proficiency with Microsoft Office suite.

You’ll Excel in This Role If You:

• Remain calm, patient, and solutions-focused under pressure and in a fast-paced environment.
• Bring curiosity, initiative, and a continuous improvement mindset — for yourself and the product.
• Enjoy variety and are comfortable building depth in a specialized product area while staying open to cross-training in others.
• The starting base pay range for this role is $50,000–$65,000 USD per year, depending on experience, qualifications, and the specific domain assignment. Final offer amounts are determined based on candidate experience and other job-related factors.
• Full-time team members are also eligible for our standard benefits package, including health coverage and paid time off (details provided during the interview process).

FUNDVIEW is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation

FUNDVIEW is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application and interview process. If you need assistance or an accommodation due to a disability, please contact our recruiting team to discuss your needs.