Administrative Services Technical Support Specialist

Job Summary

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems. This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

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.
• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
• 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.
• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.
• Contribute to the existing knowledge base to support customer self-service and training.
• Utilizing AI tools to service more customers faster with higher quality.

Requirements And Preferred Experience

• Experience in working with/troubleshooting: Data Management, ETL Works pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement Products/Software
• Interest in building strong interpersonal, written and verbal communication skills required.
• Strong technical aptitude to problem solve and understand complicated problem statements required.
• Able to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
• Excellent organizational, time-management, and prioritization skills required.
• Able to collaborate and thrive within a team environment required.
• Able to learn new technologies and concepts quickly required.
• Able to handle multiple competing priorities 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.

Compensation

$52,000 - $60,000 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.
• 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.
• 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

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches.