Senior Technical Support Engineer - Preferred Accounts

17 hours ago

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Accela

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Market-leading solutions that empower governments to build thriving communities, grow businesses and protect citizens.

infrastructure asset management • code enforcement • community development & planning • mobile apps • cloud

201 - 500

Description

• Accela’s Technical Support Team addresses customer inquiries about using Accela solutions. • Provide exceptional customer support and serve as a technical mentor within the Support team. • Manage complex issues and projects through resolution as the designated point of escalation. • Develop new skills and become a deep subject matter expert in Accela Core technology. • On-Call support required to assist our Preferred customers. • Lead escalation calls or projects. • Author content in our customer community and knowledge base. • Respond quickly to customer inquiries and ensure resolution within SLA guidelines. • Ownership of customer success with possible occasional travel requirements.

Requirements

• Technical degree (CS, IT, IS, or related) or 5+ years of relevant experience in SaaS Technical Support. • Demonstrated ability to deliver superior customer service through sound judgment. • Understanding of case escalation processes from frontline to Backline to Engineering. • Proficiency with Microsoft Office/Windows and experience with remote access tools like Zoom. • Ability to analyze software performance and functionality in SaaS and On-Premise environments. • Strong organizational and time management skills.

Benefits

• Medical, dental, and vision plans • Family planning benefits • 401(k) retirement savings plan with company match • Health savings account with company contributions • Flexible spending account • Life, accident, and disability coverage • Business travel insurance • Employee assistance programs • Other well-being benefits