Technical Support Engineer II
CivicPlus
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $23 - $31 per hour
Job Level
Mid-LevelSenior
About the role
- Provide exceptional technical support and service directly to customers.
- Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation.
- Maintain detailed internal records of all interactions using ticketing software.
- Cultivate strong relationships with colleagues and customers.
- Escalate unresolved issues with comprehensive documentation to designated internal teams.
- Identify and escalate recurring issues, facilitating their resolution by product engineering teams.
- Collaborate with internal departments to ensure customer success.
- Demonstrate deep product knowledge and familiarity with CivicPlus processes.
- Act as a subject matter expert, contributing to internal and customer-facing training documentation.
- Consistently achieve or exceed service level targets.
- Drive efficiency improvements in workload management.
- Mentor new employees, providing training in troubleshooting, business processes, and product knowledge.
Requirements
- Strong interpersonal skills and a proactive, self-starting attitude.
- Excellent written and verbal communication abilities.
- Proficiency in technical skills including HTML, CSS, and JavaScript.
- Customer-centric approach with a focus on anticipating needs and concerns.
- Effective time management and prioritization of tasks and deadlines.
- Commitment to continuous improvement through training and personal development.
- Bachelor’s degree in Information Systems Technology or equivalent experience.
- Ability to thrive in ambiguous situations.
Benefits
- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Flexible Time Off
- 401(k) plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HTMLCSSJavaScript
Soft skills
interpersonal skillswritten communicationverbal communicationproactive attitudetime managementprioritizationcustomer-centric approachcommitment to continuous improvementmentoringtroubleshooting