Who We Are
GovOS is a leading provider of transaction and compliance software for state and local governments to streamline property, licensing, and tax interactions with businesses and citizens. Headquartered in Austin, Texas, GovOS serves more than 800 government agencies across the United States. With the company's secure suite of cloud-based solutions, governments can maximize revenue, increase compliance, reduce costs, and meet constituent demand for modern, self-service transaction and payment services.
Across the country, local governments are working hard to improve the lives of their citizens, as well as their own employees. We are 100% invested in providing governments with innovative solutions and industry-leading services that will help them deliver impactful change in their communities. Government agencies have been winning awards with us for almost 20 years now. We have the highest customer retention rates in our industry because no one works harder than we do to ensure our customers' success.
Our Mission Statement
To enable state and local governments to modernize their citizens and business transactions through innovative SaaS solutions and seamless payments.
This is an entry-level customer support (contact center) role to provide system and website support to the citizens utilizing our online platform to file their taxes and submit their requirements with the associated jurisdiction. This role includes a fast-paced environment, answering questions, providing technical assistance, and troubleshooting issues for the citizens utilizing the platform. As this is a support position, the role may require that this position work holidays or alternative hours outside of normal business hours to meet the support volume demand.

• (Shift hours: 8am – 5pm OR 9 am - 6 pm MST)

Role & Responsibilities Tier 1 Specialists are the leading point of contact for all businesses filing with our online system. This means assisting citizens with anything from registering and navigating the platform and guiding them through troubleshooting issues such as:

• Accessing Website
• Email Delivery
• Technical problems with the computer
• Account information such as frequency and setting requirements.
• Guiding citizens through their portal and where to locate information/tasks.

In addition to ongoing support, Tier 1 Support Specialists also perform administrative functions, including but not limited to:

• Creating and/or updating system procedures in our online help system to assist with user support questions
• Creating procedures, checklists, and related documents or forms for operations, including support, conversions, or other key functions
• Self-serve drive to locate and manage the information provided to you to perform expected functions of the role

Qualifications

• 2 years of SaaS Technical Support experience
• Contact center experience (inbound/outbound support contact work)
• Online interfaces including ticket management system, email, and chat functions
• Ability to handle high volume high-stress work environment
• Problem-solving skills and self-serve triage abilities
• Superb organizational skills with attention to detail with a strong ability to manage documents and task list
• Proven ability to juggle multiple tasks at one time, including multiple support tickets and calls
• Absolute accuracy with little supervision
• Strong verbal and written communication skills
• Comfortability with technology and online system functions

Nice to Have

• Experience with VLookup and Pivot Tables
• Degree/Certification in Business/Accounting/Service or similar area of study
• Proven self-management skills in completing projects (i.e. Excel. Data conversion) with deadlines
• Sales Force/Service Cloud experience
• De-escalation skills

Compensation & Benefits

• Pay Range: $47,000 - $53,000 annually
• Remote Opportunities (Some state restrictions – see below)
• Leadership and career development opportunities
• Competitive insurance (medical, dental, vision, and voluntary life & disability)
• Mental health benefits
• 401(k) plan (company matching)
• Paid holidays
• Flexible PTO - no accruals
• Paid generous parental leave
• Monthly work from home stipend

The pay range listed above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work location, experience, and performance.While we are a remote organization we do have restrictions in a few states: Unfortunately, we cannot hire in these select locations: Arizona, Alaska, Arkansas, Delaware, Hawaii, Idaho, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Vermont, West Virginia, Wisconsin The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work experience and performance.
GovOS, Inc. ("GovOS") provides this California Privacy Notice ("Notice") to describe its privacy practices with respect to its collection of Personal Information as required under the California Consumer Privacy Act ("CCPA"). GovOS's CCPA-specific policies can be found at https://govos.com/privacy-policy/ and should be carefully reviewed prior to providing any Personal Information. This Notice applies only to job applicants and candidates for employment who reside in the State of California ("Consumers") and from whom GovOS collects "Personal Information" (as defined in the CCPA). GovOS provides you with this Notice because under the CCPA, California residents who are job applicants qualify as "Consumers."