Product Support Rep II

Job Summary

What We’re About

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.

The Role

Second-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. In addition, escalates complex issues to appropriate technical experts or managerial staff.

Job Duties Include:

•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.

•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.

•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 content to be used in our Knowledge Base (KB)

•Anticipate customer needs and effectively address concerns related to their issue or resolution.

•Effectively handle difficult customer interactions and challenging customer problems with limited need for supervisory intervention

•Maintains poise and professionalism even with very difficult and demanding customers.

•Handle escalated calls/issues of increasing complexity.

•Develop strong working relationships with cross-functional teams within the company.

•Work with customers to identify reported system defects.

•Works primarily under supervision and follows established procedures and guidelines.