Product Support Rep I

CentralSquare Technologies; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

CentralSquare Technologies is seeking a first-tier technical support specialist to assist customers by phone, web, or email. You will diagnose problems, answer questions, and escalate complex issues to specialists as needed.

This role emphasizes clear communication, collaboration with cross-functional teams, and contributing to a knowledge base while providing dependable after-hours support on a rotating on-call schedule.

Qualifications

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

Responsibilities

• Provide first-tier technical support to customers via phone, web, and/or email.
• Diagnose problems and/or resolve questions; escalate complex issues to appropriate technical experts.
• 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 feedback for improvements.
• Be available to work paid after hours on call duty on a rotational basis.

Skills

Associate's Degree in IT

Software support experience

Strong communication skills

Education

Associate's Degree in IT or equivalent

Job description

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations - from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact.

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.
• Be available to work paid after hours on call duty on a rotational basis.
• 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.

Skills Required

• 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