Technical Support Analyst

OpenGov • Dallas • Full-time

$60,000

per year

AI Customer service Technical Support Salesforce Public Sector

Job Description

OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. OpenGov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector. The OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

Learn more or request a demo at opengov.com

Job Summary:

The OpenGov Support Center utilizes a POD system to provide software support to our customers. Each POD is a specialized team of Subject Matter Experts (SME) for an OpenGov product. Each product contains a number of modules all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.

The Technical Support Analyst provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed to the team members in each POD utilizing Skill Based Routing. The Technical Support Analyst independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also required providing technical guidance up to including impromptu software training.

The Technical Support Analyst has a greater understanding of the customer journey and will provide advanced technical knowledge to sales engineering, implementation and customer success teams. This role will analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience.

Responsibilities:

Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
Utilize service management system (Salesforce Service cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
Perform research across various tools to determine if the incident is a known issue or defect
Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce
Contribute to the existing knowledge base to support customer self-service and training
Participate in scheduled training sessions to learn internal and proprietary technologies
Provide advanced technical knowledge to sales engineering, implementation and customer success teams
Analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience

Requirements and Preferred Experience:

Bachelor’s degree or equivalent experience preferred
Experience and/or open to utilizing technology advancements via AI
Advanced interpersonal, written and verbal communication skills required
Strong technical aptitude to problem solve and understand complicated problem statements required
Advanced proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
Excellent organizational, time-management, and prioritization skills required
Strong ability to collaborate and thrive within a team environment required
Strong ability to learn new technologies and concepts quickly required
Strong ability to handle multiple competing priorities required
Strong ability to lead and influence at all levels preferred
Proven ability to lead projects or key initiatives required
Must be able to work specific shifts to provide support during business hours required
Participate in rotating on-call after business hours support required

$60K - $70K

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including: