What are the responsibilities and job description for the Customer Service Specialist position at Comcate?
Job Description
Job Description
Comcate is a software company that provides solutions for local governments to manage programs and improve services to citizens. Comcate's software is designed to help public agencies be more efficient and effective. Our primary products are Code Enforcement software and 311 / Citizen Engagement software.
We are looking for a customer support specialist to fully take over and own the customer support queue within six months enabling our Manager of Implementations to focus fully on Delivery and our Account Manager to focus fully on Account Management. Own and effectively communicate clients’ needs to the Product team. Proactively monitor, enhance and create effective external and internal content to empower clients and internal staff.
We expect you to self-assign, initiate timely first contact, and troubleshoot 80% of the support queue submissions within 6 months; make Clients happy enough to rate your performance on an average of 4 / 5 on a customer satisfaction survey; identify and articulate (verbally and written) the underlying problems raised by our clients and to identify trends; effectively communicate all of these to the Product team; and to maintain both internal and client-facing technical documentation around these issues.
Required Values
- Problem-Solving with Care : Go beyond resolving the issue; strive to make the Client feel cared for throughout the process.
- Self-starter : Takes initiative and works independently to accomplish tasks.
- Accountable Excellence : Reflects a commitment to proactive ownership, passion for success, and unwavering determination to deliver results.
- Resilient : Maintains focus and effort in the face of adversity and can pivot based on company needs.
- Timeliness : responding promptly, respecting clients’ time, and ensuring all needs are addressed within the expected or promised timeframe.
- Reliability : consistently delivering on promises, maintaining high service standards, and ensuring clients can trust us to meet their expectations.
- Technical Curiosity : keen interest in exploring, understanding, and innovating with technology and AI to drive meaningful solutions.
Desired Skills
This job offers medical benefits and access to 401K after one year of service.
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