Support Services Specialist

**Support Services 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 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