Technical Support Engineer I
Manhattan, Kansas, United States
A Technical Support Engineer I provides exceptional technical support and customer service for all CivicPlus products. CivicPlus utilizes support tickets via email, live chat, and phone channels to provide world class support and customer service. The Technical Support Engineer I must be able to communicate effectively and provide technical solutions across all channels of customer inquiry. Your Impact:
- Provide best in class front-line, customer-facing, technical support, and service
- Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation
- Internally document all interactions with relevant details via ticketing software
- Build strong and effective working relationships with colleagues and customers
- Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation
- Identify, advocate, and escalate trending issues –ensuring that repetitive usability impediments are being addressed by our product engineering teams
- Act as a subject matter expert and make recommendations on product documentation for internal staff and customers
- Provide guidance to and collaborate with other internal departments to ensure successful outcomes for CivicPlus customers
- Work diligently to achieve CivicPlus service level objectives
- Able to work at a computer and monitor for extended periods of time.
- Provide clear, concise, comprehensive communication written and verbal
- Excellent interpersonal skills, be pro-active and a self-starter
- Adaptability to quickly changing growth environment
- Strong written and verbal communication skills
- Strong technical and analytical skills (HTML, CSS, and JavaScript)
- Customer-focused, anticipating customer needs and concerns
- Ability to manage and prioritize multiple task / deadlines
- Driven to improve through training, personal growth, and other means
- Ability to work through ambiguity
- Degree in relevant technologies (Preferred) or comparable experience
- Estimated Salary Range: $41,600 - $56,500 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
- Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.
- Introductory Call with a member of our Talent Acquisition team.
- First Interview with the Hiring Manager
- Second Interview- Panel Interview with up to 4 CivicPlus Team Members
- Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
- Offer
- CivicPlus is proud to be an Equal Employment Opportunity employer. At CivicPlus, we celebrate and support diversity for the benefit of our employees, products, clients, and communities we serve.
- Upon receiving an offer of employment, candidates must complete required pre-employment screenings, which include a drug test and background screen. Offer of employment is contingent upon this post-offer screening process. All testing will be conducted by a licensed independent administrator, which will follow testing standards and background screens in accordance with state law.
- We are committed to providing equal employment opportunities to all qualified individuals and will make reasonable accommodations for individuals with disabilities during the interview process. If you require an accommodation, please let us know in advance so we can make appropriate arrangements. We welcome and encourage candidates of all abilities to apply for this position.
Job Profile
Regions
Countries
401(k) Plan Dental Insurance Flexible time off Health insurance Vision Insurance
Tasks- Advocate for product improvements
- Document interactions
- Escalate unresolved issues
- Provide technical support
- Troubleshoot customer issues
Analytical Communication CSS Customer service Documentation HTML Interpersonal Javascript Problem-solving Technical Support Ticketing software
Experience0 years
EducationComparable experience Degree in relevant technologies
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9
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