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 software for local governments and state agencies. We have surpassed 1,600+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2022 Top Workplaces USA award winner and a Forbes 2022 America's Best Startup Employer!
Customer Support Specialist (Technical Software Support - Enterprise Customer Base)
Please note we are hiring for only one role in either the Mountain or Pacific Time Zone. Working hours for this position are 10 AM - 7 PM PST.
TheCustomer Support Specialist - Tier 1represents the front line of customer engagement in the OpenGov Customer Support organization. In this role, you will provide direct support to OpenGov customers through phone, email, and chat while learning the OpenGov ERP cloud.The Tier 1 specialistis responsible for triaging customer-reported issues, ensuring appropriate detail is recorded to understand the customer issue, and partnering with the Tier 2 team to resolve the customer issue. You will work closely alongside the Technical Support Analysts, Professional Services, and Customer Success Teams to solve customer cases.
A successfulCustomer Support Specialistwill provide first responses to the customer, complete a general assessment of the issue, document findings in an easy-to-follow format, engage tier two or three support, and respond back to the customer with findings and next steps. Customer issues may be time sensitive and operationally critical for our customers, so the ability to complete a quick assessment to determine the next steps, is vital. In this role, you will work to resolve cases within the support organization and you will document outcomes in our knowledge base to retain and grow our learning from customer-reported issues.
Key Responsibilities:
•Answer phones, chat, and case first response on a schedule each week•Triage customer reported issues for severity, urgency, and content to ensure consistency and quality in case content•Work directly with customers to research, understand and replicate reported issues in a timely manner•Replicate and escalate issues to tier-two support•Update customers on the evolving status of their cases when appropriate•Validate and verify case resolution with the customer•Add 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 by documenting repeatable processes
Minimum Qualifications:
•2+ years experience with implementing, supporting, or reporting on SaaS products•Strong technical aptitude ability to grasp technical concepts and understand the capabilities, impacts and potential risks of customer-reported issues•Strong written and verbal communication skills•Proven ability to problem solve and understand complicated problem statements•Strong teamwork and ability to work within a team environment•Excellent interpersonal and listening skills; ability to listen and reflect accurately•Excellent organizational, time-management, and prioritization skills•Ability to learn new technologies and concepts quickly•Ability to handle multiple competing priorities; comfortable with high-stress situations
Preferred Qualifications:
•Experience working with government (state or local) customers or agencies•Working knowledge of accounting and budgeting principles•Government budgeting experience•Finance or accounting experience•Reporting 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, a Tech Pioneer by the World Economic Forum, andSF and Silicon Valley Business Times' 40 under 40 class of 2018!
Funding:$200 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Cox Enterprises, and Emerson Collective.
Board of Directors:Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).
Growth:Record breaking growth with 1,600+ government
Job Specification