Support Services Specialist

Position Overview

The Support Services 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.