What are the responsibilities and job description for the Customer Support Specialist position at GovOS?
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.
The Technical Support Associate provides first-line support to GovOS clients located throughout the United States, diagnosing, investigating, and resolving technical issues daily. With a focus on delivering excellent customer service, you will handle support requests via phone, chat, email, and occasional in-person interactions. This role is ideal for someone with a great attitude, a helpful personality, and a desire to become an expert in GovOS products and services.
This position requires technical expertise, problem-solving skills, and a passion for delivering top-tier customer support, making it an excellent opportunity for professionals dedicated to client success.
Shift: 8:00am - 5:00pm MST OR 9:00am - 6:00pm MST
Duties and Responsibilities:
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."
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.
The Technical Support Associate provides first-line support to GovOS clients located throughout the United States, diagnosing, investigating, and resolving technical issues daily. With a focus on delivering excellent customer service, you will handle support requests via phone, chat, email, and occasional in-person interactions. This role is ideal for someone with a great attitude, a helpful personality, and a desire to become an expert in GovOS products and services.
This position requires technical expertise, problem-solving skills, and a passion for delivering top-tier customer support, making it an excellent opportunity for professionals dedicated to client success.
Shift: 8:00am - 5:00pm MST OR 9:00am - 6:00pm MST
Duties and Responsibilities:
- Provide support to end users experiencing software and hardware issues through phone, chat, email, and occasional in-person interactions.
- Diagnose, troubleshoot, and resolve technical issues related to GovOS products, ensuring prompt resolution.
- Proactively manage incidents from initial report through final resolution.
- Maintain a high level of customer service in all support queries, adhering to service management principles.
- Accurately log all requests and incidents in the call tracking system (Zendesk).
- Escalate unresolved issues to senior team members and seek assistance when needed.
- Share diagnostic advice and procedures with the support team to contribute to overall team effectiveness.
- Stay professional and focused on always providing the highest level of customer satisfaction.
- Other duties as assigned.
- 3 plus years of experience providing support in a high-volume help desk environment using chat, email and phone.
- Proficiency in basic network troubleshooting, and general system administration tasks
- Strong verbal and written communication skills.
- Experience with Excel, VLOOKUP and pivot tables
- Accounting and transaction experience
- Pay Range: $51,000
- 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 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."
Salary : $51,000