Job Description
Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).
OpenGov is the leader in modern cloud ERP software for our nation's cities, counties, and state agencies. We have surpassed 1,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2021 Top Workplaces USA award winner!
About the Customer Support Specialist - Tier 1 role:
The Customer Support Specialist - Tier 1 is responsible for all front-line customer interactions via phone, chat, and email in the OpenGov Customer Support organization. The ideal team member will provide quality first response to omnichannel customer interactions, provide technical support towards first contact resolution, and achieve high customer satisfaction. This position will work closely alongside the Technical Support Analysts (Tier 2), Professional Services, and Customer Success teams to solve customer cases.
We are looking for team members who demonstrate our Mission, Core Values and have a High EQ.
OpenGov is the leader in providing our nation’s state and local governments with modern cloud-based software.
OpenGov -Mission:Powering more effective and accountable government.
OpenGov -Core Values:We do what we say we’ll do.We drive for customer impactWe have a passion for the mission
Customer Support Specialist - Tier 1 Responsibilities:
60% - Quality InteractionsProvide customer technical support via omnichannel interactions in order to achieve key performance goals. This includes ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.Utilize service desk platform (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Customer Support.
20% - Triaging amp; TroubleshootingTriage customers reported incidents for severity, urgency, and content to ensure consistency and quality in case content. Perform research across various tools to determine if the incident is a known issue or defect. Conduct troubleshooting by replicating incidents versus the expected results and document steps to reproduce prior to escalating to Tier 2.
10% - Knowledge ManagementAdd to the OpenGov Resource Center by creating new knowledge content based on resolved cases. Contribute to the existing knowledge base and support peer education and efficiency through documenting repeatable processes.
10% - Growth amp; DevelopmentDevelop the skills necessary to troubleshoot a wide range of products and technologies using standard procedures. Participate in scheduled training sessions to learn internal and proprietary technologies. Utilize OpenGov education portal to expand your technology skills to improve case resolution and for career advancement.
Minimum Qualifications:
• Bachelor’s degree or equivalent experience• 2+ years of Support Center experience with SaaS products• Strong interpersonal, written, and verbal communication skills• Strong technical aptitude to problem solve and understand complicated problem statements• Proficiency with documenting cases by training, responding, troubleshooting, and resolving• Excellent organizational, time-management, and prioritization skills• Ability to collaborate and thrive within a team environment• Ability to learn new technologies and concepts quickly• Ability to handle multiple competing priorities• Experience with a Service Desk platform (ZenDesk, Service Cloud, SNOW, JSD, etc.)• Experience with a Knowledge Management system and creating knowledge articles• Participate in rotating on-call after business hours support
Preferred Qualifications:
• Experience working with government (state or local) customers or agencies• Working knowledge of accounting and budgeting principles• Procurement, sourcing, or bidding experienceWhat makes OpenGov unique
Leadership:CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs andSF Business Times' 40 under 40 class of 2018!
Funding:$140 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, and Emerson Collective.Click here to read more about our latest round of funding!
Board of Directors:Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list
Job Specification