Product Support Rep II

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

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it! Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely. Second-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. In addition, escalates complex issues to appropriate technical experts or managerial staff.

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 internal 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 with limited need for supervisory intervention
• Maintains poise and professionalism even with very difficult and demanding customers.
• Handle escalated calls/issues of increasing complexity.
• 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.
• All other duties as assigned.