Technical Support Associate at CityBase

| Chicago
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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 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 our Zendesk ticketing system, e-mail & phone. The successful candidate must be an independent thinker, a good communicator, and able to prioritize tasks.

 

Responsibilities

  • As the Technical Support Associate serving the needs of our clients, you will be expected to monitor and respond, as needed, to any support requests and company-wide messaging systems 24/7/365 days.
  • Assist with supporting CityBase clients & teams across the United States using Zendesk ticketing system
  • Assist the Support Manager with compiling and analyzing ticket trends, tracking KPIs, and providing reporting data to the 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”.
  • Participate in the development of customer feedback loops, monthly “voice of the customer” reporting, NPS tracking, and customer satisfaction surveys.
  • Provide technical support for other CityBase departments.
  • Flexible work from home/office environment.

 

Qualifications

  • Associate's degree; Bachelor’s degree preferred in information systems, business, communications, or related field preferred
  • 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 & JIRA experienced a plus, but not required
  • Highly organized, accountable, resourceful, and professional with a positive attitude and collaborative spirit
  • Unwavering commitment to a positive customer experience
  • Genuine curiosity to investigate the root cause and track down a solution for every issue
  • Ability to operate in a fast-paced environment with other project opportunity and priorities
  • Available weekends for customer support issues via Zendesk and phone.

 

Nice-to-haves:

  • Like to tinker with hardware
  • Know a little bit about Linux

 

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

 

  • Competitive wages
  • Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) program
  • Unlimited PTO
  • Flexible spending account, dependent flexible spending account, and a pre-tax commuter program
  • Health club dues reimbursement
  • Paid Parental leave
  • We offer a casual-dress workplace, complimentary food and drink, and “de-stress areas” complete with a pool table, a ping pong tables, casual seating and more

 

We’re looking for high-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you’re ready to be inspired, solve problems, grow professionally, and unleash your talent…then apply today. You’re what’s next.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • ElixirLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PhoenixFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • AbstractDesign
    • InDesignDesign
    • VizzloDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • GraphCMSCMS
    • SalesforceCRM
    • PardotCRM
    • PardotEmail
    • Power AlmanacLead Gen
    • TwitterLead Gen
    • LinkedIn Campaign ManagerLead Gen
    • Google AdWordsLead Gen

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 does your team reward individual success?

We have an awesome rewards platform called Bonusly that allows us to give points to our peers for helping out with things like code reviews,  organizing office events or volunteering for a good cause. The cool thing is we can convert our points into things like Amazon and Chipotle gift cards. 

Gabriel

Director of Engineering

How do you collaborate with other teams in the company?

We believe in being accessible to one another: if you have a question or need help from the development, support, or hardware teams, you can always ask and expect their support. We have an easygoing vibe. People don't micro-manage. This atmosphere has allowed me to own my projects and to really grow.

Allen

Field Technician

How has your career grown since starting at the company?

It’s been a great opportunity to grow my career within a growing company. I started at CityBase as a manager and am now a director. I’ve learned new skills on the job while collaborating with every team in the organization. Working in a lean and growing team means that every role in the organization can make valuable contributions to our future.

Elizabeth

Marketing Director

What is your vision for the company?

We make government easier for everyone. Offering a single platform that gives cities everything they need to deliver services. We give businesses and residents a single experience so they don't have to waste time context-switching. This also creates unique, emergent benefits, such as helping cities use data to deliver a more personalized service.

Jason

VP of Product

What are some social events your company does?

Before Covid, we would have an annual family picnic and a winter holiday party, as well as events such as Cinco de Mayo, LGBTQIA Pride Day, Saint Patrick’s Day, a Lollapalooza party, etc. Now that we are remote, we’ve had virtual scavenger hunts, trivia, book club, yoga and mindfulness classes, and other creative ways to keep connected to the team.

Catherine

HR Manager

What are CityBase Perks + Benefits

CityBase Benefits Overview

At CityBase, we value benefits that offer flexibility and improve work-life balance. That includes flexible hours, more work-from-home options, and unlimited vacation time.

Culture
Volunteer in local community
Letters to Santa for local Chicago Public Schools students
Partners with Nonprofits
CityBase has partnered with Feeding America, Chicago Public Schools, iPaintMyMind....
Friends outside of work
Eat lunch together
Intracompany committees
We have a volunteer culture committee called Build the Base dedicated to planning events, parties and celebrations for CityBase.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Employer-paid disability insurance, both short-term and long-term.
Dental Benefits
Three tiers: base, medium, and high.
Vision Benefits
Health Insurance Benefits
Four generous medical plan options through BCBS, including an HSA in which the company contributes a portion.
Life Insurance
Employer-paid, with the option for staff to add additional coverage.
Wellness Programs
Monthly employer-paid stipend.
Onsite Gym
Team workouts
Virtual Yoga, and mindfulness (meditation).
Mental Health Benefits
Free counseling sessions, dedicated mental health awareness month, additional mental health resources provided by Human Resources upon request.
Retirement & Stock Options Benefits
401(K)
Facilitated by Human Interest
Company Equity
CityBase offers stock options through its employee profit-sharing program, including vesting over a three-year period
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent FSA that can go toward child-care expenses.
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. CityBase also provides 4 weeks of leave for the secondary caretaker. Not only for childbirth, but also for adoption and fostering
Flexible Work Schedule
CityBase provides employees with a flexible work schedule that includes remote and hybrid remote work, and flexible start and end times.
Remote Work Program
Our remote work program includes work from home full-time remote as well as a hybrid model of some days remote and some days in-office.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 months of family medical leave.
Company sponsored family events
CityBase sponsors family oriented events.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
CityBase offers pre-tax commuter benefits for all employees.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Employees can contribute monthly towards parking expenses via our Flex commuter benefits.
Recreational Clubs
CityBase book club, Audiophile enthusiasts, interest-groups via Slack.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
CityBase offers employees professional development opportunities, and software-focused conferences. We also offer compliance trainings to all staff.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Paid parental leave, competitive pay & stock options, robust wellness programming throughout the year.

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