Product Support Rep I

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations - from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact.
Job Summary
This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.
Job Duties Include
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.
Maintain consistent, regular communication with customers regarding the status of their requests.
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.
Be available to work paid after hours on call duty on a rotational basis.
Use Knowledge Base (KB) to solve Cases in a timely manner.
Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate.
Create draft content to be used in our Knowledge Base (KB)
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.
Ensure that individual performance meets or exceeds department standards.
Develop strong working relationships with cross-functional teams within the company.
Work with customers to identify reported system defects.
Works primarily under supervision and follows established procedures and guidelines.
Performs all other duties as assigned.
Skills Required
Associate's Degree in IT or equivalent relevant experience required
0-1 year experience in software support or other related position
Strong communication skills with the capability of interfacing with all levels of the organization

Work arrangement
No