Product Support Rep IV

CentralSquare Technologies

5d•Hybrid

About The Position

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it! Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely. Job Summary This senior technical role provides escalated technical support to both CentralSquare customers as well as directly to CentralSquare employees via phone, web, and/or email communications. This role also interacts with engineering teams regarding issues related to product defects. This role relies on experience and more advanced troubleshooting skills to solve issues of higher complexity.

Responsibilities

Provide direct technical assistance to customers via phone, email, and remote sessions for escalated customer issues where needed.
Diagnosis and investigation of highly complex technical problems; provide quality sustainable solutions.
Assist with crisis management and high visibility customer issues.
Mentor all levels of engineers to help develop technical skills and enhance team knowledge
Develop and deliver technical training content as needed.
Drive pre-escalation triage processes to ensure high-quality escalations to Product Development.
Develop advanced diagnostic techniques, processes, and diagnostic tooling to improve efficiency.
Answering questions on function, setup, usage, system (database) configuration, and troubleshooting of CentralSquare products
Provide internal and external user support for application issues of a technical nature.
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
Maintain consistent, regular communication with customers regarding the status of their requests.
Use Knowledge Base (KB) to solve Cases in a timely manner
Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
Create internal & customer facing content to be used in our Knowledge Base (KB)
Review and publish draft content written by others
Manage content inventory in your product space
Analyze knowledge use patterns and share insights with engineering teams
Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Anticipate customer needs and effectively address concerns related to their issue or resolution
Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention.
Maintains poise and professionalism even with very difficult and demanding customers.
Works with peers, superiors, and subordinates as well as other departments to ensure that customer issues, inquiries, and requests are appropriately responded to and/or resolved in a timely manner.
Ensure that individual performance meets or exceeds department standards.
Develop strong working relationships with cross-functional teams within the company.
Work with customers to identify reported system defects
Create knowledgebase (KB) articles and documents using the Knowledge-Centered Support (KCS) methodology, to be published and shared both internally and with the customer base. Act as a KCS Coach and product domain expert.
Consistently document work product in case details or threads to ensure re-use in knowledge processes.
Represent Product Support with other organizations; establishing key requirements for training, knowledge, and supportability.
May be asked to technically lead a small team in support of certain products and expertise.
Performs all other duties as assigned.