Technical Support Specialist
- Role
- Fullstack
- Experience
- Mid
- Employment
- Full-time
Open to US only. Set where you work from to check your eligibility.
No BS summary
Customer-facing role responsible for receiving, documenting, and triaging all incoming customer issues, resolving moderately complex product and integration issues, and delivering high-quality support. Requires independent troubleshooting, clear communication, and sound judgment on escalation. Working knowledge of products and ability to address usability and training issues expected.
Core skills
Required skills
Optional skills
Required languages
TECHNICAL SUPPORT SPECIALIST
Employment Type: Full time
Location Type: Remote (U.S. Based Only)
Clearance: Must pass FBI fingerprint and background check in multiple states
ABOUT GOVWORX
GovWorx is helping public safety rise to today's greatest challenge: the loss of experience. Our AI-powered platform, CommsCoach, supports 9-1-1 and emergency communications centers across the country by automating quality assurance, training, and real-time call evaluation, allowing agencies to strengthen their teams and better serve their communities.
POSITION OVERVIEW
The Technical Support Specialist is a customer-facing role responsible for receiving, documenting, and triaging of all incoming customer issues. This person must be able to resolve moderately complex product and integration issues and deliver a high-quality customer support experience. The role requires independent troubleshooting ability, clear communication with both technical and non-technical stakeholders, and sound judgment on when to escalate. This person is expected to have working knowledge of our products and address usability and training issues.
KEY RESPONSIBILITIES
- Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details.
- Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer.
- Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner.
- Keep customer records accurate and up to date in our support system.
- Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request
- Monitor system alerts for “down” notifications, and perform the necessary actions in a timely manner.
- Own customer communication for every open ticket from start to finish
- Provide proactive updates, product announcements, known issues, process changes — to keep customers informed.
- Actively participate in the on-call rotation coverage for after-hours support needs
- Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure.
REQUIRED QUALIFICATIONS
- U.S. based, authorized to work in the United States
- 2+ years of experience in customer support, help desk, or a similar customer-facing role, at a Technology company, preferably a SaaS company.
- Must have strong troubleshooting and issue triage skills.
- Comfortable managing a live queue across multiple channels (chat, email, phone) at once
- Clear, professional verbal and written communication skills.
- Able to work independently and meet response/resolution expectations without close supervision
- Must be able to multi-task and effectively work in a dynamic, technology forward environment.
- Must have working experience with AI tools, including processing data, generating effective prompts, and utilizing AI for efficiency.
- Must be able to obtain CJIS clearance in all States.
- Available for core business hours and periodic on-call rotation
- Experience with Intercom, SalesForce, JIRA, or a comparable support/ticketing platforms
- Exposure to 9-1-1, public safety, or government technology environments is preferred
- Comfortable working in Slack-based team workflows
WHY JOIN GOVWORX
At GovWorx, we believe in putting all responders first. You'll be the first voice our customers hear when something isn't working, and a critical part of the team that keeps 911 professionals supported every day.
What you'll do
- Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details.
- Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer.
- Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner.
- Keep customer records accurate and up to date in our support system.
- Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request
- Monitor system alerts for “down” notifications, and perform the necessary actions in a timely manner.
- Own customer communication for every open ticket from start to finish
- Provide proactive updates, product announcements, known issues, process changes — to keep customers informed.
- Actively participate in the on-call rotation coverage for after-hours support needs
- Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure.
What they require
- U.S. based, authorized to work in the United States
- 2+ years of experience in customer support, help desk, or a similar customer-facing role, at a Technology company, preferably a SaaS company.
- Must have strong troubleshooting and issue triage skills.
- Comfortable managing a live queue across multiple channels (chat, email, phone) at once
- Clear, professional verbal and written communication skills.
- Able to work independently and meet response/resolution expectations without close supervision
- Must be able to multi-task and effectively work in a dynamic, technology forward environment.
- Must have working experience with AI tools, including processing data, generating effective prompts, and utilizing AI for efficiency.
- Must be able to obtain CJIS clearance in all States.
- Available for core business hours and periodic on-call rotation
- Experience with Intercom, SalesForce, JIRA, or a comparable support/ticketing platforms
- Exposure to 9-1-1, public safety, or government technology environments is preferred
- Comfortable working in Slack-based team workflows
Benefits
- Bonus
- Benefits & Flexible Time Off
- Additional compensation for on-call duties
GovWorx is helping public safety rise to today's greatest challenge: the loss of experience. Our AI-powered platform, CommsCoach, supports 9-1-1 and emergency communications centers across the country by automating quality assurance, training, and real-time call evaluation, allowing agencies to strengthen their teams and better serve their communities.