Product Support Pro II — Remote, Flexible, Impactful

CentralSquare Technologies Career Center; United States; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Tuition reimbursement

Parental leave

Paid volunteer hours

Unlimited PTO

Job summary

CentralSquare Technologies Career Center is seeking a customer-focused technical support specialist to provide second-tier assistance for enterprise applications used by public servants across North America. You will diagnose issues, communicate progress to customers, and escalate complex problems to senior teams as needed.

You will work closely with cross-functional colleagues, maintain timely updates, and contribute to knowledge base content to improve service quality and efficiency.

Qualifications

• Experience providing technical support for software applications.
• Strong communication and customer-service skills.
• Ability to collaborate with cross-functional teams.
• Escalate issues to appropriate technical or management staff.

Responsibilities

• Provide internal and external user support for application issues.
• Collaborate with support colleagues and other internal teams to deliver excellent customer service.
• Maintain consistent, regular communication with customers on the status of their requests.
• Advocate for customers by resolving high-priority issues and gathering feedback to improve processes.
• Utilize Knowledge Base (KB) to resolve cases promptly.
• Ensure KB content is accurate and updated as needed.
• Create internal content for the Knowledge Base.
• Anticipate and address customer needs and concerns.
• Handle difficult interactions professionally with minimal supervision.
• Develop relationships with cross-functional teams and identify reported defects.

Skills

Customer service

Communication

Troubleshooting

Cross-functional collaboration

Tools

Knowledge Base (KB)

Job description

CentralSquare Technologies Career Center is seeking a customer-focused technical support specialist to provide second-tier assistance for enterprise applications used by public servants across North America. You will diagnose issues, communicate progress to customers, and escalate complex problems to senior teams as needed.

You will work closely with cross-functional colleagues, maintain timely updates, and contribute to knowledge base content to improve service quality and efficiency.