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Product Support Representative I

Entry Level

CentralSquare Technologies | Customer Support | Lake Mary, FL

Join Centralsquare a place where citizens interact with their government, whether it be at city hall, police or fire station, or a hospital. “To square” is designed to communicate taking communities to the next level, and the four corners of a square refer to the four businesses that came together to form CentralSquare. Our company emphasizes putting citizens at the center of everything we offer. We partner with more than 7,500 public sector agencies across North America, bringing together two primary drivers for improving people’s lives—technology and government. Leverage your top-shelf support skills and collaborate with a remarkably talented group of professionals.  If you would like to work on interesting projects in a fantastic company within a wonderful community, we may be a fit for you!

Provide direct technical assistance to customers via phone, email, and remote sessions.

 Provide internal and external user support for application issues of a technical nature.

 Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.

 Create internal/external content for our knowledge base

 Maintain consistent, regular communication with customers regarding the status of their requests.

 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 one or more databases including Informix or Microsoft SQL Server.

Qualifications:

  • Bachelor’s degree or equivalent work experience with a technical discipline including computer science, accounting, management information systems (or equivalent experience)
  • Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred