Technical Support Analyst

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.Learn about OpenGov's mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

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.

• 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

• 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.

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:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches

Compensation Range: $60K - $70K