Product Support Rep IV

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it!

Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely.

Job Summary

This senior technical role provides escalated technical support to both CentralSquare customers as well as directly to CentralSquare employees via phone, web, and/or email communications. This role also interacts with engineering teams regarding issues related to product defects. This role relies on experience and more advanced troubleshooting skills to solve issues of higher complexity.

Job Duties Include:

• Provide direct technical assistance to customers via phone, email, and remote sessions for escalated customer issues where needed.
• Diagnosis and investigation of highly complex technical problems; provide quality sustainable solutions.
• Assist with crisis management and high visibility customer issues.
• Mentor all levels of engineers to help develop technical skills and enhance team knowledge
• Develop and deliver technical training content as needed.
• Drive pre-escalation triage processes to ensure high-quality escalations to Product Development.
• Develop advanced diagnostic techniques, processes, and diagnostic tooling to improve efficiency.
• Answering questions on function, setup, usage, system (database) configuration, and troubleshooting of CentralSquare products
• 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.
• 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 internal & customer facing content to be used in our Knowledge Base (KB)
• Review and publish draft content written by others
• Manage content inventory in your product space
• Analyze knowledge use patterns and share insights with engineering teams
• 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.
• 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.
• Works with peers, superiors, and subordinates as well as other departments to ensure that customer issues, inquiries, and requests are appropriately responded to and/or resolved in a timely manner.
• 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
• Create knowledgebase (KB) articles and documents using the Knowledge-Centered Support (KCS) methodology, to be published and shared both internally and with the customer base. Act as a KCS Coach and product domain expert.
• Consistently document work product in case details or threads to ensure re-use in knowledge processes.
• Represent Product Support with other organizations; establishing key requirements for training, knowledge, and supportability.
• May be asked to technically lead a small team in support of certain products and expertise.
• Performs all other duties as assigned.

Requirements:

• Bachelor’s Degree or equivalent work experience with a technical discipline including Computer Science, Accounting, Management Information Systems (or equivalent experience)
• 10+ years of experience supporting Windows operating systems, Windows Server 2008 and 2012
• 10+ years of experience troubleshooting customer reported performance issues
• 10+ years experience assisting customers in the administration of software tools
• 10+ years Microsoft Office experience (Word, Excel, PowerPoint, Skype for Business) is a plus
• 3+ years of website security including SSL certificate usage
• 10+ years of Microsoft SQL experience, with the DBA certification
• 10+ years of technical support experience, or a four-year technical degree with positions where customer interaction was main duty of role
• 7+ years scripting experience in Java, Python, C#, and SQL
• 5+ years of experience in C# .NET.
• Strong problem solving, organizational, and analytical skills
• Proven ability to manage multiple tasks or projects with changing priorities
• Strong ability to capture a complete and accurate problem/symptom description of reported issues
• Exceptional troubleshooting skills
• Ability to narrow down reported issues, identify root causes, and find creative solutions
• Strong ability to listen to and work with customers in real-time to resolve issues
• Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers
• Experience supporting operating systems, networking, and system administration skills
• Must have good customer service skills
• Ability to work with SalesForce, Remote desktop software such as Bomgar/BeyondTrust
• Ability to obtain Criminal Justice Information Services compliance, requiring strict background check requirements
• Identifies and presents training needs to supervisor
• Must be willing to participate in after-hours call rotation and be ready to assist the team anytime when not in that rotation
• Should have an independent work ethic
• Must be able to work some extended hours
• Ability to be a strong contributor with an immediate team as well as with other departments
• Experience working in or with City/County governments is preferred
• Participates in Client Conferences
• Familiar with one or more databases including Informix or Microsoft SQL Server
• Network certifications in one of the following CCNA, CCNP, CCIE
• DEVNET Certifications, DEVNET Associate, Specialist, Professional or Expert are a plus
• HTML/HTML5 capabilities
• Experience with web design, particularly HTML and CSS is an asset.
• Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred
• Must be able to work extended hours.