Product Support Rep III

CentralSquare Technologies; United States; On-site; USD 75,000 - 105,000; Full time

Job summary

CentralSquare Technologies is seeking a technical support professional to provide escalated assistance to customers via phone, web, and email. You will diagnose, resolve, and troubleshoot complex issues while advocating for customers and driving knowledge base quality.

The role emphasizes collaboration with cross-functional teams, proactive status updates, and ongoing content creation to improve processes and product support.

Qualifications

• Bachelor’s degree in IT or equivalent experience is required.
• 5+ years in software support or related role is required.
• Proficiency with SQL Server is required.

Responsibilities

• Provide escalated technical support to customers via phone, web, and email.
• Diagnose problems, resolve questions, and troubleshoot escalating issues.
• Act as customer advocate on high-priority items and feed back input for process improvements.
• Maintain clear, proactive communication with customers about request status.

Skills

Customer support

Escalation handling

Knowledge base contributions

Cross-functional collaboration

Communication skills

Education

Bachelor's in IT or equivalent

Tools

SQL Server

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.

The Role

This role provides escalated technical support directly to CentralSquare's customers via phone, web, and/or email. The rep diagnoses problems, resolves questions, and troubleshoots escalated technical issues of increasing complexity. The role acts as a customer advocate on high-priority issues, drives Knowledge Base quality, and works under limited supervision following established procedures.

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 deliver superior customer service.
• Maintain regular, clear communication with customers on request status.
• Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
• Use the Knowledge Base and AI to solve Cases in a timely manner.
• Keep KB content accurate; provide updates and feedback where needed.
• Create internal and customer-facing KB content.
• Review and publish draft content written by others.
• Anticipate customer needs and address concerns proactively.
• Handle difficult customer interactions and complex problems without supervisory intervention.
• Maintain poise and professionalism under pressure.
• Handle escalated calls/issues of increasing complexity.
• Troubleshoot technical issues of increasing complexity.
• Assist in training other Product Support team members.
• Meet or exceed department performance standards.
• Build strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.
• Work under limited supervision, following established procedures and guidelines.
• Perform all other duties as assigned.

Requirements

• Bachelor's in IT or equivalent relevant experience required.
• 5+ years of experience in software support or a related role.
• Proficient in SQL Server.