Client Support Specialist (Remote)

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Job description

About ClearGov Inc.

ClearGov is an early-stage SaaS company that sells budget cycle management software to small and medium-sized local governments. Were a mission-driven company, passionate about making democracy work better. Our innovative software helps local governments make stronger strategic and financial decisions, and it helps them build community support for the stronger decisions they make.

Our work has been well received. Hundreds of towns and cities across the US are part of the ClearGov community, and were adding more all the time. Weve been named to the GovTech 100 for five years running, and were on BostInnos 50 On Fire list as well. People like working here, too. USA Today named us one of their best places to work.

The ClearGov team is a tight-knit group of talented folks who are passionate about our mission. We believe in a work-hard/play-hard company culture. Every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

About The Opportunity
Were looking for a Client Support Specialist (CSS) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The CSS will answer questions and resolve or escalate any emerging client issues with accuracy, empathy and efficiency. The CSS will be an expert on the functionality of our products and how clients can use that functionality to accomplish their goals. The CSS, when not responding to inbound client requests, will assist with the creation and maintenance of Support Center content such as articles, tutorials & checklists.
Requirements

* Learn, in fine detail, ClearGovs software products and client onboarding processes. Keep up to date as new functionality and products are released.
* Provide first-level technical support to answer questions from clients on configuring and using products - mostly by email, however, phone/Zoom conversations will at times be the best way to answer a question or resolve an issue.
* Engage with Tier 2 support to diagnose software issues. Interact with product and data teams using established processes.
* Track and report on weekly support metrics.
* Handle customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution, escalate when necessary
* Work closely with Client Success Managers to ensure clients are satisfied - so much so that they are ClearGov advocates.
* Communicate client feedback to ClearGov product development regarding enhancements, usability improvements and in-product hints & tips.
* Collaborate on process & system modifications to improve team success and enable growth.
* Using your expert product knowledge, author and update content in Support Center to guide clients through completion of tasks.

Qualifications

* Demonstrated experience in customer service and passionate about the customer experience.
* Excellent oral and written communications skills, particularly through email and phone.
* Ability to communicate complex information at a technical level that is appropriate to the audience.

* Technical aptitude and familiarity with software concepts. You will need to become an expert on how to use ClearGovs products.
* Autonomously troubleshoot to fix a problem or to escalate to Tier 2 support.
* Ability to multitask, prioritize, and manage time effectively.
* Experience answering inbound requests with Zendesk, experience with configuring Zendesk a plus.
* Experience working with Jira a plus.
* Experience working with local governments and school districts is a definite plus.

The Ideal Candidate

* High energy with a positive, customer-centric approach.
* Self-motivated, gets stuff done, has an entrepreneurial spirit.
* Track record of achievement.
* Enjoys working on teams but succeeds even when flying solo.
* A sense of humor and doesnt take him/herself too seriously.
* Hands-on problem solver that enjoys cracking difficult nuts.

Benefits

* Competitive Salary and Equity
* Quality medical, dental, and vision insurance plans
* Short and Long Term disability insurance
* Life insurance
* Onsite free gym access (if local)
* Need time - take time-unlimited vacation policy
* John Hancock 401K Plan