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Product Support Specialist

Lake Mary, FL
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About CentralSquare Technologies

CentralSquare is a unique enterprise software company whose mission is to build safer, smarter, more connected communities. More than 8,000 public sector agencies trust CentralSquare solutions each and every day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

 

Job Description

Duties and Responsibilities:

  • Provide internal and external user support for application issues of a functional and processing nature via phone, email, and remote sessions.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Create internal/external content for our knowledge base
  • Develop strong working relationships with new and existing customers
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipate customer needs and effectively address concerns related to their issue or resolution
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
  • Ensure that individual performance meets or exceeds department standards.
  • Develop strong working relationships with cross-functional teams within the company.
  • Work with customers to identify reported system defects
  • All other duties as assigned.
Skills & Requirements

Skills:

  • Strong problem solving, organizational, and analytical skills
  • Ensure urgent customer issues are resolved in the most timely and effective manner possible.
  • Ability to work well in a fast paced environment
  • Proven ability to manage multiple tasks or projects with changing priorities. 
  • Strong time management and prioritization skills. 
  • Strong ability to capture a complete and accurate problem/symptom description of reported issues.
  • Troubleshoot and narrow down reported issues, identify root causes, and find creative solutions.
  • Strong ability to listen to and work with customers in real-time to resolve issues.
  • Can do attitude and team player.
  • Familiar with Microsoft SQL Server is a plus.

Qualifications:

  • Bachelor’s degree  (or equivalent experience)
  • Experience in Accounting, Support, or Quality Assurance is preferred
Qualifications