Technical Support Engineer I

A Technical Support Engineer I at CivicPlus provides exceptional technical support and customer service for all CivicPlus products. This role involves troubleshooting issues, documenting interactions, and ensuring customers receive timely solutions and guidance. Your communication skills will be key as you interact with clients via email, live chat, and phone, making sure that every inquiry is addressed with clarity and warmth.

While a degree in relevant technologies is preferred, CivicPlus encourages applicants with comparable experience to apply. The ideal candidate should possess strong technical and analytical skills, including familiarity with HTML, CSS, and JavaScript, along with excellent interpersonal communication abilities. Passion for customer service and the ability to manage multiple tasks effectively are also valued.

CivicPlus offers a fun and flexible virtual work environment for the Technical Support Engineer I role. You'll have the chance to collaborate with a dynamic team while enjoying a supportive atmosphere that prioritizes employee well-being. The company encourages personal growth, celebrating your successes along the way and providing various opportunities for advancement.

CivicPlus is committed to fostering growth for its Technical Support Engineers. You'll have access to training programs and learning opportunities that encourage personal and professional development. The culture at CivicPlus is all about collaboration and support, making it easier to learn new skills and advance your career.

Yes! At CivicPlus, the Technical Support Engineer I role comes with various advancement opportunities. Your professional growth is encouraged, and the environment is designed to help you develop your skills and take on new challenges within the company.

CivicPlus provides a comprehensive benefits package for its Technical Support Engineer I role, including health, dental, and vision insurance, Flexible Time Off, a 401(k) plan, and a healthy work-life balance. With a focus on employee well-being, the company is dedicated to supporting its staff both personally and professionally.

What makes the Technical Support Engineer I position at CivicPlus unique is the emphasis on customer-first thinking and the ability to influence positive changes within the company. By identifying and advocating for trends and issues, you'll play a crucial role in enhancing product usability while building relationships with both customers and team members.

When answering this question, share a specific instance where you identified a customer’s problem and successfully resolved it. Focus on your thought process, the steps you took, and how your resolution benefited the customer. This demonstrates not only your problem-solving skills but also your ability to connect with clients.

Here, you should illustrate your organizational skills. Discuss a method you use, like a ticketing system, to keep track of inquiries and prioritize based on urgency and complexity. Mention any tools or techniques that you find particularly helpful in managing multiple tasks effectively.

Highlight your communication skills by explaining how you simplify jargon into layman's terms. You might mention using analogies or step-by-step instructions to help customers fully understand the solution. Demonstrating empathy and clarity is key to showcasing your approach.

In answering this question, emphasize your patience and listening skills. Explain how you stay calm and focused, providing reassurance to the customer while working towards a solution. Mention any specific techniques you use to de-escalate tense situations.

Talk about the importance of building trust through active listening and empathetic communication. Mention your commitment to understanding their needs and providing timely feedback. Good relationships come from recognizing and addressing customer concerns.

Discuss how you would communicate openly with the customer, updating them on the progress, and providing estimated timelines for resolution. Highlight the significance of transparency and keeping the customer engaged, ensuring they don’t feel neglected during the process.

When providing this example, focus on a specific instance where your observations led to a practical improvement. Detail the changes made and the positive outcomes, making sure to highlight your initiative and ability to suggest constructive changes.

List the relevant technical skills you possess, such as knowledge of HTML, CSS, and JavaScript. Discuss any experience with support ticket systems or customer relationship management software that enhances your capability for the role.

Explain how you proactively seek out new information about technology advancements. Mention methods such as following industry blogs, participating in forums, or taking online courses. Illustrating your eagerness to learn is essential in a tech-driven role.

Here, you should express your enthusiasm for the company’s mission and values. Discuss how your personal values align with CivicPlus, emphasizing your desire to support local communities and the importance of customer service in your career.