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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support and mentorship while effectively managing customer interactions and complex issues. Proficient in HTML, CSS, JavaScript, and SQL, with a strong focus on collaboration and communication to enhance customer experiences.
Highest-signal resume keywords
Technical SupportHTML ProficiencyCSS ProficiencyJavaScript ProficiencySQL Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HTMLCSSJavaScriptSQLTechnical SupportTroubleshootingDocumentationProject ManagementProduct KnowledgeAI Tools
Soft Skills
Interpersonal SkillsCollaborationCommunicationOrganizational SkillsProblem Solving
Tools & Technologies
Ticketing Software
Certifications & Qualifications
Technology Degree
Industry Keywords
Customer SupportCivicPlus ProductsMentorshipService Level TargetsProcess Best Practices
Tech Stack
Tools & technologiesJavaScriptSQL
About the role
Key responsibilities & impact- Provide top level technical support, service, mentorship, and training
- Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation
- Record all customer interactions with relevant details in ticketing software
- Build strong, effective working relationships with colleagues and customers
- Manage complex issues through in depth research, documentation, escalation, and collaboration with internal engineering teams
- Identify and advocate for trending issues, working with other teams to address high impact problems
- Expand product knowledge across multiple CivicPlus products and integrations
- Serve as a subject matter expert
- Lead documentation on products, troubleshooting, and process best practices for staff and customers
- Consistently meet or exceed CivicPlus service level targets
- Train and mentor employees on troubleshooting, business processes, and product knowledge
- Lead and manage projects to ensure successful customer outcomes
Requirements
What you’ll need- Exceptional interpersonal skills and a proactive, self driven approach to solving problems independently
- Highly collaborative, with the ability to influence teams across the organization and build cooperation that drives shared success
- Strong written and verbal communication skills that make technical information clear and create positive customer interactions
- Demonstrated proficiency in HTML, CSS, JavaScript, and SQL
- A customer focused mindset that anticipates needs and concerns and ensures a positive support experience
- Strong organizational skills to manage multiple projects and deadlines through effective prioritization
- A drive to keep improving through training, personal growth, and feedback
- Technology degree or equivalent experience
- Ability to work through ambiguity with resilience and adaptability
- AI-forward mindset with a demonstrated ability to leverage AI tools to improve productivity, decision-making, and work quality
- Demonstrated ability to effectively use AI tools to enhance productivity and outcomes
- Applicants must be authorized to work in the US
- CivicPlus is currently unable to provide visa sponsorship for this position now or in the future
Benefits
Comp & perks- Comprehensive health insurance
- Dental insurance
- Vision insurance
- Flexible Time Off
- 401(k) plan