The board
- Pay
- $52K – $60K
- Where
- US | Texas | Dallas
- Posted
- Apr 8
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.
What you'd do
- 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.
- Participate in scheduled training sessions to learn internal and proprietary technologies.
- Utilizing AI tools to service more customers faster with higher quality.
What they want
- Experience in working with/troubleshooting and of the following: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting, Permitting, Procurement Products/Software, SQL, GIS Integrations
- Interest in building strong interpersonal, written and verbal communication skills required.
- Strong technical aptitude to problem solve and understand complicated problem statements required.
- Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
- Excellent organizational, time-management, and prioritization skills required.
- Ability to collaborate and thrive within a team environment required.
- Ability to learn new technologies and concepts quickly required.
- Ability to handle multiple competing priorities required.
- Must be able to work specific shifts Monday through Friday to provide support during our business hours.
- In-Office Monday through Friday.
What you get
- 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.