About ClearGov

Our mission is to create easy-to-use software to help local governments budget better. ClearGov is a rapidly-growing, venture-funded SaaS company that offers a complete Budget Cycle Management Suite including Operational, Personnel and Capital Budgeting; Digital Budget Book; and Transparency solutions. We’re a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by hundreds of towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we’re adding more every day. We’ve been named to the “GovTech 100” for six years running, and we’re on BostInno’s “50 On Fire” list, as well. ClearGov also earned a place on the Inc. 5000 list of America’s Fastest Growing Companies for two consecutive years, 2021 and 2022.

The ClearGov team is a tight-knit group of talented folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

About The Opportunity

We’re looking for a Client Support Specialist (CSS) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The CSS will answer questions and resolve or escalate any emerging client issues with accuracy, empathy and efficiency. The CSS will be an expert on the functionality of our products and how clients can use that functionality to accomplish their goals. The CSS, when not responding to inbound client requests, will assist with the creation and maintenance of Support Center content such as articles, tutorials & checklists

Requirements:

• Learn, in fine detail, ClearGov’s software products and how a client’s financial data flows through those products. Keep up to date as new functionality and products are released.
• Provide first-level technical support to answer questions from clients on configuring and using products - mostly by email, however, phone/Zoom conversations will be the best way to answer a question or resolve an issue, at times.
• Engage with Tier 2 support to diagnose software issues. Interact with product and data teams using established processes.
• Handle customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution, escalate when necessary
• Work closely with Client Success Managers to ensure clients are satisfied - so much so that they are ClearGov advocates.
• Communicate client feedback to ClearGov product development regarding enhancements, usability improvements and in-product hints & tips.
• Collaborate on process & system modifications to improve team success and enable growth.
• Using your expert product knowledge, author and update content in the Support Center to guide clients through completion of tasks.

Critical Skills/Experience:

• Demonstrated experience in customer service and passionate about the customer experience.
• Excellent oral and written communications skills, particularly through email and phone.
• Ability to communicate complex information at a technical level that is appropriate to the audience.
• Technical aptitude and familiarity with software concepts. You will need to become an expert on how to use ClearGov’s products.
• Autonomously troubleshoot to fix a problem or to escalate to Tier 2 support.
• Ability to multitask, prioritize, and manage time effectively.
• Experience answering inbound requests with Zendesk, experience with configuring Zendesk is a plus.
• Experience working with Jira is a plus.
• Experience working with local governments and school districts is a definite plus.

The Ideal ClearGov Candidate:

• High energy with a positive, customer-centric approach.
• Self-motivated, gets stuff done, has an entrepreneurial spirit.
• Track record of achievement.
• Enjoys working on teams but succeeds even when flying solo.
• A sense of humor and doesn’t take him/herself too seriously.
• Hands-on problem solver that enjoys cracking difficult nuts.

Benefits:

• Competitive Salary and Equity
• Quality medical, dental, and vision insurance plans
• Short and Long Term disability insurance
• Life insurance
• Need time - take time-unlimited vacation policy
• John Hancock 401K Plan with match

ClearGov is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. ClearGov makes hiring decisions based solely on qualifications, merit, and business needs at the time.

At ClearGov, we believe in the value of diversity, and we know that diverse perspectives will help us build a stronger team to accomplish our shared mission to help local governments work better.

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