Responsibilities

• Act as the primary support resource for clients, ensuring resolution of technical and application issues related to CensiTrac products.
• Serve as the main point of contact for both internal and external customers, addressing outstanding technical concerns and client inquiries.
• Independently troubleshoot and resolve complex technical issues via phone and email.
• Escalate customer concerns to higher support tiers when necessary.
• Coordinate with clients and relevant internal departments to ensure that all client needs are met efficiently.
• Develop and maintain an in-depth understanding of the CensiTrac product suite to provide accurate support.
• Participate in an after-hours on-call rotation to support clients outside regular business hours.
• Provide support for hardware associated with CensiTrac, including printers, interfaces, and scanners.
• Engage in process improvement projects within the Technical Support department to enhance service delivery.

Requirements

• A minimum of an Associate's degree; a Bachelor's degree is preferred.
• Proven experience in customer support or technical support roles.
• Strong problem-solving skills and the ability to work independently.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Familiarity with technical support tools and software.
• Willingness to participate in after-hours support rotation.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Opportunities for professional development and career growth.
• Flexible work hours and the potential for remote work options.
• A collaborative and supportive work environment.