Technical Support Specialist

Overview

Provide omnichannel technical support and software training to government customers using OpenGov products. This is an entry-level role with hands-on training and mentorship.

What you'll do

• Provide customer technical support via phone, chat, web and email to meet key performance goals and service levels.
• Use Salesforce Service Cloud for case management, including detailed log notes, timely case updates and working toward First Contact Resolution.
• Independently assess and prioritize incoming cases, applying technical judgment to determine resolutions or escalations.
• Triage customer-reported incidents for severity, urgency and content to ensure consistency and quality.
• Research across various tools to determine whether an incident is a known issue or defect.
• Troubleshoot a wide range of technologies, replicate incidents against expected results and document steps to reproduce.
• Provide technical guidance and software training to customers and internal teams, including impromptu training.
• Contribute to the knowledge base to support customer self-service and training.
• Participate in scheduled training sessions on internal and proprietary technologies.
• Use AI tools to serve more customers faster with higher quality.

What you'll need

• Experience working with or troubleshooting Data Management, ETLWorks pipeline, API data failures, CSS coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement products/software.
• Interest in building strong interpersonal, written and verbal communication skills.
• Strong technical aptitude to problem solve and understand complicated problem statements.
• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
• 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.
• Must be able to work specific shifts to provide support during business hours.
• Participate in rotating on-call after-business-hours support.
• Experience or interest in using AI.

Nice to have

• A technical degree, with a Computer Science degree preferred.
• Interest in learning about and using AI to solve complex problems.

Details

• Location: Pune, India. Training occurs at the Pune office during standard IST hours.
• In-shift during initial training; after full training, moves to 3rd shift, remote, until business operations permit 3rd shift in office.
• Rotating on-call after business hours support is required.