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ABOUT THE ROLE:
- Accela’s Technical Support Team is the primary point of contact for our customers' inquiries regarding the use and support of Accela’s industry-leading solutions.
- Our work is impactful—we support the building of communities, help grow businesses, and protect citizens.
- Our support team builds strong, lasting relationships with customers by understanding their needs and concerns.
SPECIFIC RESPONSIBILITIES:
- Develop new skills and become a subject matter expert in Accela technology.
- Identify solutions for customers' most challenging technical and business questions.
- Own customer issues from start to finish.
REQUIRED QUALIFICATIONS:
- A technical degree (CS, IT, IS, or related field) or 2+ years of experience in SaaS Technical Support.
- Proven ability to exercise judgment in delivering superior customer service.
- Strong understanding of case escalation processes, from frontline to backline to engineering.
Accela
Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging.