At GovOS, we believe that government’s potential to do good is largely measured by how quickly they respond to and accommodate citizen needs, both online and off. Evolving out of 30+ years of providing public sector services, GovOS has been built with the mission to accelerate the digital transformation of government.  We are committed to being exceptional partners with agencies nationwide as we work together to bridge the growing gap between the analog and digital ages.

GovOS automates the collection of sales, lodging, and other various tax payments. We contract with jurisdictions and provide support to both the business users and jurisdiction users. We have processed millions in paperless revenues for our jurisdictions and excel at providing stellar customer service and efficient solutions to our clients and their businesses. The full support team works remotely utilizing online tools and video conferencing for collaboration.

GovOS is seeking a driven, problem-solving SFP Support Specialist to assist our clients with technical problems they may encounter when using our products and services. This position will be primarily focused on the launch and continued support of a new product and will act as the first point of contact for customer service. You will be responsible for working with our engineering, QA, and other customer service teams to deliver best-in-class customer service and assistance to our state-level customers. This position will report to the SFP Support Manager.

Responsibilities

• Actively monitor and respond to incoming customer queries in a timely manner via phone or email
• Identify clients’ needs and requests to affectively provide solutions and insight to help in the use of our products
• Navigate database to research issues, find solutions, and compile information
• Gather customer feedback in an organized manner
• Serve customers as a key point of contact
• Track ongoing or repeated issues and log these in shared document folders for other teams to access
• Work collaboratively to share insights with internal teams, product managers, engineers, and other departments across GovOS
• Update and create Help documentation that supports members with the use of GovOS products and features
• Analyze existing accounts, check for errors, anomalies, and otherwise monitor the overall data integrity of business accounts

• Demonstrate competence with office software tools such as Microsoft Office (particularly Excel), FreshDesk, Jira, or Slack. Strong experience with VLookup and Pivot Tables recommended
• Customer Service experience
• Superb organizational skills with a strong ability to manage documents and task lists
• Proven ability to juggle multiple tasks at one time, including multiple support tickets and calls all while prioritizing work appropriately  
• Strong cross-functional teamwork skills
• Strong verbal and written communications skills  
• Ability to work independently and collaboratively within the team and across departments, communicating complex and technical information verbally and in writing to all levels of the organization and to customers
• Excellent problem-solving skills
• Experience with database management and coding languages, such as SQL, is a plus 
• Degree/Certification in Accounting/Business or Engineering (Software preferred)

Compensation & Benefits

• Pay Range: $55,000 - $60,000 annually
• Leadership and career development opportunities
• Competitive insurance (medical, dental, vision, and voluntary life & disability)
• Mental health benefits
• 401(k) plan (company matching)
• Paid holidays 
• Flexible PTO - no accruals
• Paid generous parental leave
• Business casual environment

The pay range listed above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work location, experience, and performance.

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