Technical Customer Support Representative

🕒 Abril 8

🌲 North Carolina – Remoto

🌲 North Carolina – Remote

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💻 Suporte de TI

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PublicInput

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2014

🏛️ Governo

☁️ SaaS

Government • SaaS

PublicInput é uma plataforma de engajamento comunitário baseada em nuvem que auxilia agências governamentais, autoridades de transporte e consultores a coletar, gerenciar e analisar feedback público através de canais online e offline. Ela centraliza projetos, pesquisas, reuniões, enquetes ao vivo, captura de comentários e análises — incluindo comparações demográficas, acompanhamento de sentimentos, tradução e recursos de acessibilidade — para simplificar fluxos de trabalho, demonstrar conformidade e transformar a participação pública em informações acionáveis. PublicInput é oferecido como uma solução SaaS focada em aumentar a participação, inclusão e responsabilidade na tomada de decisões públicas.

Descrição

• Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses • Troubleshoot platform usage, configuration questions, and basic technical issues • Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events • Provide real-time assistance when needed for high-priority customer scenarios • Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context • Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts • Maintain accurate documentation of issues, feature requests, and edge cases • Contribute to internal knowledge base and support documentation • Identify opportunities to help customers better utilize the platform and improve their outcomes

🎯 Requisitos

• 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred) • Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues) • Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows. • Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause • Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar) • Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems • Experience supporting or interacting with enterprise or high-touch customers is a plus • Ability to work Pacific Time Zone hours on a consistent basis • Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability

🏖️ Benefícios

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance. • Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family. • $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA). • Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary