Product Support Rep III

　　United States

　　Apply

　　About CentralSquare Technologies

　　CentralSquare is a unique enterprise software company whose mission is to build safer, smarter, more connected communities. More than 8,000 public sector agencies trust CentralSquare solutions each and every day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

　　Job Description

　　The Technical Support Representative III will provide third tier technical support directly to CentralSquare's customers via phone, web or email communications. They will be instrumental in assisting customers with diagnosing challenges and/or resolving issues.

　　What You’ll Enjoy:

　　Full benefits package including medical, dental, and 401k plans

　　Paid holidays and Open Paid Time Off (PTO) policy to ensure a solid work/life balance

　　Hybrid work schedule (in-office/remote)

　　Paid time off to volunteer during company hours for qualifying nonprofit organizations

　　Comprehensive parental leave, adoption assistance, and pet insurance programs

　　Tuition reimbursement for approved courses

　　What You’ll Do:

　　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.

　　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.

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

　　Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.

　　Skills & Requirements

　　Requirements:

　　• Bachelors in IT or equivalent relevant experience required.

　　• 5+ years’ experience in a software support or other related position;

　　• Excellent organizational and time management skills with the ability to prioritize.

　　• Strong communication skills with capability of interfacing with all level of organization

　　• Strong internal motivation. Must have the ability to work independently but also contribute as part of a cohesive team.