Associate Support Analyst (Entry Level/New Grad)

 July 14, 2020
 United States (Remote)
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, Thrive Capital, 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 ERP software for our nation’s cities, counties, and state agencies. We have surpassed 1,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
About the Associate Support Analyst (Entry Level/New Grad):  
As an Associate Support Analyst, you will provide support for customers, by triaging level one and level two issues. You will work closely alongside the Technical Support Analysts, Product Teams, Professional Services and Engineering Teams, focusing on solving intermediate customer cases.
A successful Associate Support Analyst will provide first responses to the customer, complete a general assessment of the issue, document the findings in an easy to follow format, engage level two or three support, and respond back to the customer with initial findings and next steps.  Issues being reported may be time sensitive, operationally critical issues for our customers, so the ability to complete a quick assessment to determine next steps quickly, is pivotal.  In this role, you will work to resolve cases within the support organization, reduce escalations to the professional services and product and engineering teams.
Key Responsibilities:
• Work directly with customers to research, troubleshoot, and lead resolution for applications related issues, in a timely manner
• Issues may include, though are not limited to, general questions, out of balance items, technical tasks, and training sessions.
• Test, replicate, and escalate issues to level three support or engineering development, working with the engineering and product teams to determine a solution 
• Continually update customers on the evolving status of their cases and following up with level three or Engineering, as needed
• Collaborate with cross-functional teams to meet company goals and solve customer problems
• Provide information, support, and direction to internal teams, to deliver positive solutions, and if needed, adjust the coordination and delivery of the current process
• Provide visibility around observed trends and draft articles to expand awareness
• Contribute to the existing knowledge base, to drive education and efficiency around repeatable processes
Minimum Qualifications:
• Experience with implementing, supporting, managing, tracking, and reporting on software products
• Strong technical aptitude – ability to grasp technical concepts and understand the capabilities, impacts, and potential risks of implementing proposed solutions, and be able to articulate them to customers
• Experience with customer support case management tools
• Strong cross-group collaboration skills and experience working across multiple teams, both within the division and across the company
• Excellent interpersonal, human relations, written, verbal, and listening communication skills
• Strong negotiation skills; can influence all levels of the organization and is skilled at leading others to action on key initiatives
• Ability to influence without authority
• Excellent analytical, problem-solving, organizational, time-management, and prioritization skills
• The ability to absorb new technologies and features quickly
• A team player attitude, working across the organization and company to continue improving the way we serve our customers
• Ability to handle multiple competing priorities with ease
• Ability to work remote
Preferred Qualifications:
•  Experience working with government customers
• Understanding or experience with SaaS products
• Working knowledge of accounting and budgeting principles
• Experience with customer support case management tools
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 and SF Business Times’ 40 under 40 class of 2018!
» Funding: $140 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Thrive Capital, and Emerson Collective. Click here to read more about our latest round of funding!
» 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).
» Growth: Double growth with 1,000+ governments (and counting) using our products!
» Perks: Fully stocked kitchens, daily breakfast and catered lunches, gym reimbursement, music room, zen room, foosball and pool table, Unlimited PTO and 11 paid holidays, 90% medical premium coverage for employees, fun events, and more! Just look at 
» Product: Named a Tech Pioneer by the World Economic Forum, our cloud solution leverages cutting-edge technology to innovate on the core processes of Government.
» Mission Driven: We are a technology company helping out our communities, cities, and states. We’re powering more effective and accountable government.