Associate Technical Support Manager

Job Type

Full-time

Description

The Associate Technical Support Manager role at Streamline is all about providing the best possible platform and technical support experience to the over 2200 and growing local governments using Streamline to maintain their website. Streamline exists to advance the cause of special districts nationwide, and we pride ourselves on making less-than-technical users feel heard and supported to achieve their goals by communicating technical advice in a familiar, friendly way. You’ll become a trusted resource for special districts currently utilizing and new to the Streamline platform, aiding them in the planning, and maintaining of their website. This role is ideal for someone with a technical background who enjoys project management, educating others, and who has the energy to handle the pace of a fast-growing company! Our CS team is in the office 4 days a week and usually works from home on Fridays, so this is a Hybrid role.

What You'll Do

• Become an expert on Streamline’s platform, including its content management system, serving as a vital resource for customers and staff alike
• Via ticketing and phone support, help our users perform essential tasks on their website, everything from updating their homepage content to launching public email campaigns
• Respond to customers quickly and efficiently according to our service level agreements and follow through to ensure the customer’s issues are fully resolved with high satisfaction
• Be a trusted expert on web technologies, leveraging your understanding of the essentials of HTML/CSS and the finer points of DNS and domain management to serve our customers
• Escalating feedback regarding bugs, usability issues, self-identified potential improvements to our training & platform to the appropriate Streamline Department
• Collaborate with Implementation Managers to analyze and develop creative solutions for tailored solutions, ensuring client satisfaction
• Assist users with more technical tasks, such as updating site colors according to WCAG standards or adding third-party applications (and escalating issues when necessary)
• Explain how key features of the platform ensure the districts stay in compliance with laws and regulations related to transparency and accessibility
  
  

About Streamline

Streamline has grown rapidly, doubling year over year. We invest heavily in our work culture and people. We’ve been recognized by the Sacramento Business Journal as one of the “Best Places to Work” for many years, and it shows: our clients and customers love working with us. We honor each other’s strengths and contributions and we continually learn and challenge ourselves.

Streamline is a very special place to work. Every employee receives a competitive salary and compensation package, the very best healthcare benefits available, and a place that supports them and their loved ones.

• Competitive salaries and comprehensive compensation packages.
• Flexible Time Off
• 20 company-paid holidays
• 401(k) plan with 4% company match and complimentary financial planning.
• Employee Stock Option Program (ESOP)
• Comprehensive Platinum and Gold healthcare packages, including Blue Cross, Western Health Advantage, and Kaiser.
• Streamline contributes 100% employee cost and 70% of the dependent costs for the base plan (Kaiser Gold HMO B).
• 100% employee cost and 70% of the dependent costs for vision and dental insurance.
• 100% employer covered Basic, Life, and AD&D insurance
• Flexible Spending Account (FSA) with company dollar-for-dollar company match for additional healthcare needs.
• Streamline provides $2,000 annually to a Lifestyle Spending Account to be used for health and wellness related activities not covered by the traditional Flexible Spending Account.
• 18 weeks of paid Child Bonding Leave
• Flexible Time-Off and family-friendly scheduling.
• An inclusive, mission-driven culture with a focus on community, diversity, kindness, and service.
  
  

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Requirements

• You love to use your technical wizardry for good, helping and delighting customers who may not be as tech-savvy
• 1-4 years of prior related experience required
• Prior SaaS or software support experience, or connection with special districts is a bonus
• You are an articulate, confident, and compassionate communicator on the phone, in person, and over email
• You want to support customers who, as special district employees, work as vital members of their communities, helping them to be their best
• You have an eye for process improvement and a nose for inefficiencies to help us improve customer support
• You understand more complex technical concepts like DNS (for connecting sites to domains) or CSS/jQuery (for design fixes on sites)
• You are hyper-organized and live by the calendar invite, and love to keep others organized too
• You are solution-oriented: even if your current toolset doesn’t address a problem, you’re comfortable and scrappy enough to find a solution
• You have experience using a CRM, and the willingness to keep data clean and up-to-date
• You are naturally curious, constantly learning, and willing to share!
• Working experience using Hubspot is a plus
  
  

Salary Description

$70,000-$90,000