Do you have an interest in helping local governments reinvent their user experience? At CityBase, we’re a fast-growing software company on the cutting-edge of technology, singularly focused on creating a platform and products for local governments.  We work with more than 100 government agencies, including 8 of the top 20 cities in the US, and utilities driving improved customer service, more efficient operations, and better data. In other words, we’re making govtech cool, and are looking for smart, self-starting people to help define that next generation. Our clients include the City of Chicago, where we’re bringing all payments online and vastly increasing in-person payments options; the City of San Francisco, where we’re improving the user experience of digital payments and automating much of the funding process; and the Consolidated City of Indianapolis and Marion County, where we have evolved the City-County website, Indy.gov, into a digital city hall.  We are also working with several other top cities, such as the City-County of Denver, City of Austin, and New York City.

Overview:

In support of our rapid growth, we are looking for an exceptional Technical Support Lead who is highly customer-focused. In this role the Technical Support Lead will be responsible for all high priority issues, and assisting the Support Manager with support operations. As a member of the Customer Success and Support organization, the Technical Support Lead should have strong technical knowledge of complex SaaS systems, assist Support tier 1 & 2 teams and other CityBase groups with issue escalations, prioritization, and tracking.

The Technical Support Lead drives training and improvement of consistent practices to successfully address customer issues. This responsibility includes collaborating and partnering with the entire organization and other departments to drive action and foster growth. This position will report to the Manager of Support.

Customer Success and Support teams are passionate about helping our customers to fully realize the business value of their investments in CityBase Software products and services. We are seeking an experienced Technical Support Lead who has successfully handled Tier 3 customer escalations as part of a cloud application team, in a customer environment with high expectations for customer service.

Key Responsibilities

• Assist Customer Support Manager with compiling and analyzing ticket trends, tracking KPIs, and providing reporting data to Management Team

• Participate in the development of customer feedback loops, monthly “voice of the customer” reporting, and customer satisfaction survey 

• Assist with training for tier 1 & 2 Support and other members of the organization 

• Assist with monitoring, analysis, and performance tuning at system and application levels.

• Manage tier 1 and tier 2 escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met

• Ensure any escalated tickets are resolved within agreed-upon timelines, process change ideas are implemented, and Influence others towards action and change.

• Develop and track KPIs that demonstrate improvements in Support processes 

• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity

• Ability to translate technical concepts to peers, management, leadership, and customers.

• Work with clients to test and confirm readiness to deploy remediated solutions to their production environments

Requirements

• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment

• Must be technically literate and be able to communicate technical issues in a meaningful way to both customers and engineers.

• Ability to develop collaborative relationships with customers, stakeholders, and developers across the business at all levels to improve the customer experience.

• Strong written and verbal communication

• On-Call rotation 

Qualifications

• Minimum of 5 years experience in providing complex SaaS Customer Support, management, and/or project management  

• BA or BS in information systems, business, communications, or related field preferred

• Highly organized, accountable, resourceful, and professional with a positive attitude and collaborative spirit

• Unwavering commitment to a positive customer experience

• Payment industry experience a plus

• Basic knowledge in: REST/SOAP APIs, XML, JSON, SQL, Elixir, and Ruby on Rails/Rails a plus.