Product Support Rep III

CentralSquare; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

CentralSquare Technologies is seeking a Product Support Rep III in the United States. You will provide escalated technical support to customers via phone, web, and email, diagnosing problems and resolving complex issues while acting as their advocate.

Your role includes maintaining clear status updates and feeding insights back into product improvements. The position requires a Bachelor’s in IT or equivalent, and at least 5 years in software support with strong SQL Server proficiency.

Qualifications

• Candidate must have a Bachelor’s degree in IT or equivalent experience.
• Minimum 5 years of experience in software support or a related role.
• Proficient in SQL Server and able to troubleshoot complex data issues.

Responsibilities

• Provide escalated technical support to CentralSquare's customers via phone, web, and email.
• Diagnose problems, resolve questions, and troubleshoot high-complexity issues.
• Act as a customer advocate and drive timely resolution while feeding insights back to product teams.
• Maintain clear communication with customers on request status and outcomes.
• Create and update Knowledge Base content to improve self-service for users.
• Train other team members and help meet department performance standards.

Skills

Experience in software support

Customer-facing communication

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.

Product Support Rep III

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

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.

Skills & Requirements

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.