Product Support Rep I

CentralSquare; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in enterprise software is seeking a Product Support Rep I to provide first-tier technical support to customers via phone, web, and email. The role involves diagnosing problems, escalating complex issues, and collaborating with internal teams to ensure customer satisfaction. Ideal candidates will possess an Associate's Degree in IT and strong communication skills, with 0-1 year experience in software support.

Qualifications

• 0-1 year experience in software support or related position.
• Strong communication skills capable of interfacing with all organizational levels.

Responsibilities

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with support colleagues to provide superior customer service.
• Maintain consistent communication with customers regarding their requests.

Skills

Communication

Education

Associate's Degree in IT

Job description

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 day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

Product Support Rep I

United States

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About 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 day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

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:

1. Provide internal and external user support for application issues of a technical nature.
2. Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
3. Maintain consistent, regular communication with customers regarding the status of their requests.
4. 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.
5. Use Knowledge Base (KB) to solve Cases in a timely manner.
6. Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate.
7. Create draft content to be used in our Knowledge Base (KB).
8. Anticipate customer needs and effectively address concerns related to their issue or resolution.
9. Handle difficult customer interactions and challenging customer problems professionally, without supervisory intervention.
10. Maintain poise and professionalism even with demanding customers.
11. Ensure individual performance meets or exceeds department standards.
12. Develop strong working relationships with cross-functional teams within the company.
13. Work with customers to identify reported system defects.
14. Work primarily under supervision, following established procedures and guidelines.
15. Perform all other duties as assigned.

Skills & Requirements

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