Customer Support Specialist

2 days ago

Apply Now
Logo of Authorium (formerly City Innovate)

Authorium (formerly City Innovate)

challenge-based procurement • technology acquisition • enterprise software • grants software • contract management

51 - 200 employees

🏛️ Government

💰 $12M Series A on 2023-05

Description

• About the Position • Authorium’s customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more. • We are looking for an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting customers’ use of the Authorium platform. • In this role, you'll help ensure government agencies can deliver critical services effectively while advancing their operational innovation. • What You’ll Do • Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses. • Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate. • Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering. • Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications. • Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.

Requirements

• Technical Curiosity • Applies analytical reasoning and critical thinking skills to technical troubleshooting. • Possesses a passion for exploring new technologies and problem-solving in dynamic environments. • Thrives in an environment where their work has impact and high visibility. • Customer Communication and Empathy • Exemplary written communication and technical writing skills • Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience • Demonstrates experience with providing high-touch customer support over email and in live settings. • Technical Acumen • Depth in Support Engineering or Software Engineering • Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution. • Experience working with engineering and product teams as part of the software development process. • Experience troubleshooting API calls and integrations. • Preferred: experience with Ruby on Rails

Benefits

• Salary Range: $65,000-$85,000 • 100% benefits coverage for employee • 401K Profit Share plan • Flexible PTO • Home office stipend

Apply Now

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