Senior Public Sector Product Support Specialist

CentralSquare; United States; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Tuition reimbursement

Parental leave

Paid volunteer hours

Unlimited PTO

Flexible work environment

Job summary

CentralSquare Technologies is seeking a Product Support Rep II in the United States to join a collaborative team that delivers enterprise software to public sector clients across North America. You will diagnose and resolve technical issues, provide timely updates, and advocate for customers while working with cross-functional teams.

Our flexible work environment supports in-office or remote work, with competitive compensation and a comprehensive benefits package including tuition reimbursement,

Qualifications

• 5+ years of experience in software support or related position.
• Excellent organizational and time management skills.
• Strong communication skills interfacing with all levels of the organization.
• Ability to work independently but also contribute as part of a cohesive team.
• Industry knowledge of finance/accounting functions is helpful.

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 feedback.
• Use Knowledge Base (KB) to solve cases in a timely manner.
• Ensure KB content is correct by providing updates and feedback where appropriate.
• Create internal content for the KB and anticipate customer needs to address concerns.
• 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.
• Work primarily under supervision and follow established procedures.

Skills

Communication skills

Time management

Organizational skills

Interpersonal skills

Independent yet collaborative

Finance/accounting knowledge

Education

Bachelor's in IT or equivalent relevant experience

Job description

CentralSquare Technologies is seeking a Product Support Rep II in the United States to join a collaborative team that delivers enterprise software to public sector clients across North America. You will diagnose and resolve technical issues, provide timely updates, and advocate for customers while working with cross-functional teams.

Our flexible work environment supports in-office or remote work, with competitive compensation and a comprehensive benefits package including tuition reimbursement,