Technical Support Engineer II
About The Position
The Technical Support Engineer II is responsible for delivering exemplary technical support and customer service across all CivicPlus products. Utilizing email, live chat, and phone channels, they ensure a superior support experience for customers. Effective communication and technical proficiency are paramount as they address inquiries and provide solutions. About CivicPlus At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Flexible Time Off
- 401(k) plan
- and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
