Technical Customer Support Representative

🕒 il y a 1 mois

🌲 North Carolina – Distant

🌲 North Carolina – Remote

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

💻 Technicien Support Informatique

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PublicInput

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2014

🏛️ Gouvernement

☁️ SaaS

Government • SaaS

PublicInput est une plateforme de participation citoyenne basée sur le cloud qui aide les agences gouvernementales, les autorités de transport et les consultants à collecter, gérer et analyser les retours citoyens à travers des canaux en ligne et hors ligne. Elle centralise les projets, enquêtes, réunions, sondages en direct, captation de commentaires et analyses — y compris des comparaisons démographiques, le suivi des sentiments, la traduction et des fonctionnalités d'accessibilité — pour rationaliser les flux de travail, démontrer la conformité et transformer les retours citoyens en informations exploitables. PublicInput est proposé en tant que solution SaaS axée sur l'augmentation de la participation, de l'inclusivité et de la responsabilité dans la prise de décision publique.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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