Oh Snap!
This job is no longer active - but you can still view the details below.

Technical Support Associate

| Chicago

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.

Overview:

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 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 approximately CityBase government clients across the United States using Zendesk ticketing system
  • Assist Team Lead 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”
  • Participate in the development of customer feedback loops, monthly “voice of the customer” reporting, NPS tracking, and customer satisfaction survey
  • Provide mobile device support (Android, IOS)

Qualifications:

  • Associate's degree; Bachelor’s degree prefered 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 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 root cause and track down a solution for every issue
  • Ability to operate in a fast-paced environment with other project opportunity and priorities

Nice-to-haves:

  • Like to tinker with hardware
  • Know a little bit of linux
Read Full Job Description

Technology we use

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

Location

A fun, new collaborative office in the Loop!

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.

More Jobs at CityBase12 open jobs
All Jobs
Finance
Dev + Engineer
Operations
Product
Project Mgmt
Sales
Content
Developer
new
Chicago
Project Mgmt
new
Chicago
Operations
new
Chicago
Finance
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Product
new
Chicago
Sales
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Content
new
Chicago
Project Mgmt
new
Chicago