Overview:

We are looking for an exceptional Customer Support Associate to provide the first line of customer service to our clients. You will collaborate with other team members to resolve client needs and will provide support via phone and email.  The successful candidate must be an independent thinker, a good communicator, and able to prioritize tasks.

Responsibilities:

• As the Customer Support Associate serving the needs of our clients, you will be expected to monitor and respond, as needed, to any of the customer support ticketing and company-wide messaging systems 24/7/365 days.

• Assist with supporting CityBase government clients across the United States using our Zendesk ticketing system and Zendesk Chat

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

• Support the technical support team and other CityBase groups with issue escalations, prioritization, and tracking

• Use and help update reference tools including phone/email scripts, process workflows, and client “wikis”

• Provide mobile device support (Android, IOS)

Qualifications:

• Associate's degree; Bachelor’s degree preferred in information systems, or related field preferred

• Minimum 1 year of technical support experience

• Customer service experience required

• Fluent in English required; Fluent in Spanish a plus

• Strong verbal and written communication skills

• Zendesk experienced a plus

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

• Unwavering commitment to a positive customer experience

• Genuine curiosity to investigate root cause and track down a solution for every issue

• Ability to operate in a fast-paced environment with other project opportunities and priorities

Nice-to-haves:

• Like to tinker with hardware

• Know a little bit about Linux

Benefits

At CityBase, we’ve created an inviting workspace that fosters a culture of collaboration and innovation. Some of the benefits our employees enjoy include:

• Competitive wages
• Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) program
• Flexible vacation policy
• Paid parental leave
• Flexible spending account, dependent flexible spending account, and a pre-tax commuter program
• Fitness membership stipend
• Pre-tax commuter program
• Short and long term disability and life insurance
• CityBase offers a flexible remote model, with the ability to work from our downtown Chicago office and/or remote from home throughout the week.

About CityBase

CityBase makes government and utility technology that modernizes and unifies the way people find, apply, and pay for services. More than 100 government agencies, utilities, cities, and counties use CityBase technology to provide hassle-free payments and digital services to their customers and staff. CityBase integrates payment functionality, business processes, and communications onto a central, cloud-based platform that consumers can access through the web, mobile, kiosk, and point of sale.