Product Support Rep I

CentralSquare; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

CentralSquare Technologies in the United States is seeking a Product Support Rep I to provide first-tier technical support to customers via phone, web, and email. You will diagnose issues, guide users, and escalate complex cases to specialists while maintaining clear communication and customer focus.

This role requires an IT-related degree or equivalent experience, 0–1 year in software support, and strong written and verbal communication to interface with all levels of the organization.

Qualifications

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

Responsibilities

• 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 supervisory intervention.
• Maintain poise and professionalism with demanding customers.
• Ensure individual performance meets or exceeds department standards and develop cross-functional relationships.
• 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

Strong communication

Education

Associate's Degree in IT

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.

Product Support Rep I

United States

About CentralSquare Technologies

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 Description

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 & Requirements

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