Product Support Rep I

CentralSquare Technologies; United States; On-site; USD 50,000 - 75,000; Full time

Job summary

CentralSquare Technologies is seeking a Product Support Rep I to provide first-tier technical support to customers via various communication channels. This entry-level role involves problem diagnosis, collaboration with teams for superior service, and ensuring user satisfaction by addressing inquiries effectively. Ideal candidates will possess an Associate's degree in IT and strong communication skills.

Qualifications

• 0-1 year experience in software support or related.
• Ability to interface with all levels of the organization.

Responsibilities

• Provide technical support via phone, web, and email.
• Maintain communication with customers about their requests.
• Resolve questions and diagnose problems for users.

Skills

Strong communication skills

Customer advocacy

Education

Associate's Degree in IT

Job description

Join to apply for the Product Support Rep I role at CentralSquare Technologies

Join to apply for the Product Support Rep I role at CentralSquare Technologies

CentralSquare is a unique enterprise software company whose mission is to build safer, smarter, more connected communities. More than 8,000 public sector agencies trust CentralSquare solutions each and every day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

Job Summary

This role provides first-tier technical support directly to CentralSquare's customers via phone, web,

and/or email communications. Works with customers to diagnose problems and/or resolve questions.

Escalates complex issues to appropriate technical experts.

Job Duties Include

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior
  
  

customer service.

• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high-priority issues to deliver
  
  

timely resolution and capture customer feedback to influence process/product improvements.

• Use Knowledge Base (KB) to solve Cases in a timely manner
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
• Create draft content to be used in our Knowledge Base (KB)
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Effectively handle difficult customer interactions and challenging customer problems without the
  
  

need for supervisory intervention

• Maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards.
• Develop strong working relationships with cross-functional teams within the company.
• Work with customers to identify reported system defects.
• Works primarily under supervision and follows established procedures and guidelines.
• Performs all other duties as assigned.
  
  

What You'll Bring to Numerator

• Associate's Degree in IT or equivalent relevant experience required
• 0-1 year experience in software support or other related position
• Strong communication skills with the capability of interfacing with all levels of the organization

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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