Customer Support Specialist

Job not on LinkedIn

🕒 June 18

🏄 California, New Mexico – Remote

🏄 California – Remote 🌶️ New Mexico – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Avenu Insights & Analytics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏛️ Government

📋 Compliance

☁️ SaaS

Government • Compliance • SaaS

Avenu Insights & Analytics is a firm dedicated to enhancing revenue recovery and compliance for state and local governments. The company provides a comprehensive suite of services and software solutions aimed at maximizing transparency and operational efficiency while helping taxpayers meet their obligations. With expertise in compliance auditing, digital transformation, and public records management, Avenu collaborates with government entities to identify new revenue opportunities and optimize citizen services.

📋 Description

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism • Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions • Maintain timely communication with customers, especially during service incidents or outages • Assist with customer-specific support needs and troubleshooting • Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams • Update and maintain customer records in the CRM system with high attention to detail • Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies • Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements • Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings • Participate actively in team meetings, ongoing training, and continuous improvement efforts • Take part in after-hours support rotation as needed • Perform additional duties as assigned

🎯 Requirements

• A minimum of 1 - 5 years in Support Help Desk management is mandatory • Experience with Justice environments and/or Operations (Preferred) • Strong verbal and written communication skills • Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team • Able to explain technical concepts to both technical and non-technical users • Quick to learn and troubleshoot software applications, particularly in Windows environments • Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word • Not required, but additional helpful skillsets or experiences: • Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states • Experience writing and/or reading basic SQL queries • Proficiency using CRM and ticketing systems • Advanced ability to read and write complex database queries • Knowledge of client-server structures and relationships

🏖️ Benefits

• Competitive benefits and compensation package