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Courts Support Analyst

OpenGov

OpenGov

IT, Customer Service
Texas, USA
Posted on Saturday, May 13, 2023
Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).
OpenGov is the leader in modern cloud software for local governments and state agencies. We have surpassed 1,600+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2023 Top Workplaces USA award winner and a Forbes 2022 America's Best Startup Employer!
The OpenGov Courts Business Unit leverages industry-experienced experts in a hybrid role to provide Customer Support to each of our customers, as well as Operational and Services Support to our Product Development teams. This Subject Matter Expert (SME) is uniquely experienced and knowledgeable on the OpenGov Courts product. This product contains a multitude of workflows, configurations and features all requiring extensive knowledge as well as how to apply workflow concepts for multiple customer use cases including specific terminology for that field.
The Courts Support Analyst provides our customers omni-channel support via Phone, Chat, Web, and Email. New case management is distributed amongst the team members utilizing Skill Based Routing. The Courts Support Analyst independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance including impromptu software training, testing and partnering with Development to ensure Customer feedback for enhancements, bug fixes and feature enhancements are incorporated into our Development backlog
The Technical Support Analyst has a greater understanding of the customer journey, keys to customer success and deep institutional expertise in the unique application of the Courts product. They will provide advanced technical knowledge to sales engineering, implementation and customer success teams to support enablement, implementation and sales growth goals.
Responsibilities:
Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
Leverage ad hoc and systematic service management system (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to the Courts BU
Implement, upgrade and configure customer environments through partnership with stakeholders, users and internal team members to ensure every customer’s instance is set up for success and meets their objectives
Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
Analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience
Perform research across various tools to determine if the incident is a known issue or defect
Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce
Contribute to the existing knowledge base to support customer self-service and training
Participate in scheduled training sessions to learn internal and proprietary technologies
Provide advanced technical knowledge to sales engineering, implementation and customer success teams
Analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience
Requirements and Preferred Experience:
Bachelor’s degree or equivalent experience preferred
Extensive Courts operations or software experience required
3+ years of Support and Customer Success experience with SaaS products required
Experience with supporting mission-critical software systems preferred
Advanced interpersonal, written and verbal communication skills required
Strong cross-group collaboration skills and experience working across multiple teams required
Strong technical aptitude to problem solve and understand complicated problem statements required
Advanced proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
Excellent organizational, time-management, and prioritization skills required
Strong ability to collaborate and thrive within a team environment required
Strong ability to handle multiple competing priorities required
Strong ability to lead and influence at all levels preferred
Proven ability to lead projects or key initiatives required
What makes OpenGov unique
» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018!
» Funding: Over $250 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Cox Enterprises, and Emerson Collective.
» Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).
» Growth: Record breaking growth with 1,600+ governments (and counting) using our products and seven acquisitions in the past six years! Click here to read more.
» Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more!
» Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.
» Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.
Come join us and make a positive social impact!
OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.