Customer Support Specialist

| Chicago

What we are looking for:

We are looking for an entry level customer service specialist to provide excellent 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 Service Specialist 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.
  • Support and troubleshoot for CityBase government clients across the United States using the Zendesk ticketing system
  • Assist with monitoring, analysis, and performance tuning at system and application levels.
  • Provide support regarding hardware and software issues and network connectivity.
  • Help Develop/analyze ways to prevent the same issues from reoccurring.
  • Participate in the development of customer feedback loops, monthly “voice of the customer” reporting, NPS tracking, and customer satisfaction surveys
  • Monitor and diagnose issues by remotely
  • Work in a team as well as independently

Qualifications:

  • Preferred but not required: Bachelor’s degree
  • Strong verbal and written communication skills
  • Highly organized, accountable, resourceful, and professional with a positive attitude and collaborative spirit
  • Ability to operate in a fast-paced environment with changing priorities priorities
  • Have an ability to work independently in a fast-paced environment

Nice-to-haves:

  • Experience with ZenDesk and JIRA
  • Spanish proficiency
  • Scripting
  • Like to tinker with hardware
  • Know a little bit of Linux

Benefits

  • Comprehensive benefits package including health, dental, vision, 401(k) (currently no match)
  • Flexible Spending Account, Dependent Flexible Spending Account, Pre-tax Commuter Program, company-paid short-term and long-term disability and life insurance
  • Unlimited PTO
  • Paid parental leave
  • A multitude of snacks and beverages

About CityBase:

At its best, local government is a unifying force with the power to dramatically improve lives. Govtech-company CityBase is helping smart people build intelligent government, working with cities, counties, utilities, and states to create a place as dynamic as the people who live in it, work in it, and contribute to it. Accessible and responsive, adaptive and efficient, our cloud-based platform is digitizing the city-hall experience and impacting constituents nationwide.

Interested in joining our team of 60-plus innovators at our Chicago headquarters? Check out our current job listings.

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ElixirLanguages
    • ElmLanguages
    • ReactLibraries
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement

Location

A central downtown Chicago Loop location close to all major CTA lines, in a high-rise office with spectacular views of the city and Lake Michigan.

An Insider's view of CityBase

How would you describe the company’s work-life balance?

We like to say we integrate the two! If you need to go to the doctor at 2pm, go. If you need to get home early for your children's soccer game, go! We know and trust that you will get your work done!

Allie

HR & Recruiting Manager

What are CityBase Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Company Outings

Additional Perks + Benefits

Paid Parental Leave. Competitive Pay & Stock Options.

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