Support Services Specialist

Support Services SpecialistEmployment Type: Full timeLocation Type: Remote (U.S. Based Only) Clearance: Must pass FBI fingerprint and background check in multiple statesAbout GovWorxGovWorx 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 OverviewThe 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 workflowsWhy Join GovWorxAt GovWorx, we believe in putting all responders first. You'll be the first voice our customers hear when something isn't working, and a critical part of the team that keeps 911 professionals supported every day.