Support Services Specialist
New
G
GovWorxPublic Safety SaaS
Remote (U.S. Based Only)Full-TimeMiddle
Salary$70K - $80K
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceJiraSaaSTroubleshootingCustomer support
Requirements
- U.S. based.
- 2+ years of experience in customer support, help desk, or similar customer-facing roles at a technology company, preferably SaaS.
- Strong troubleshooting and issue triage skills.
- Experience managing a live queue across multiple channels (chat, email, phone).
- Clear, professional verbal and written communication skills.
- Ability to work independently and meet resolution expectations.
- Working experience with AI tools, including prompt generation and data processing.
- Proficiency with ticketing platforms such as Intercom, Salesforce, or JIRA.
- Comfortable working in Slack-based team workflows.
- Available for core business hours and periodic on-call rotation.
- Must be able to pass an FBI fingerprint and background check in multiple states.
- Must be able to obtain CJIS clearance in all states.
Responsibilities
- Receive and log all customer issues via chat, email, phone, or internal channels.
- Prioritize support requests based on SLA matrix and operational impact.
- Resolve or appropriately route tickets following standard support processes.
- Monitor system alerts for downtime and take necessary action.
- Maintain up-to-date and accurate customer records in the support system.
- Provide proactive communication regarding product updates and known issues.
- Participate in the on-call rotation for after-hours support.
- Audit outstanding issues to identify closure, escalation, or outreach needs.
View Full Description & ApplyYou'll be redirected to the employer's site
