Support Services Specialist

Support Services Specialist Employment Type: Full time Location Type: Remote (U.S. Based Only) Clearance: Must pass FBI fingerprint and background check in multiple states About GovWorx GovWorx is helping public safety rise to today's greatest challenge: the loss of experience. Our AI-powered platform, CommsCoach, supports 9-1-1 and emergency communications centers across the country by automating quality assurance, training, and real-time call evaluation, allowing agencies to strengthen their teams and better serve their communities. Position Overview The Support Services Specialist is a customer-facing role responsible for receiving, documenting, and triaging of all incoming customer issues. This person must be able to resolve moderately complex product and integration issues and deliver a high-quality customer support experience. The role requires independent troubleshooting ability, clear communication with both technical and non-technical stakeholders, and sound judgment on when to escalate. This person is expected to have working knowledge of our products and address usability and training issues. Key Responsibilities - Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details. - Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer. - Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner. - Keep customer records accurate and up to date in our support system. - Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request - Monitor system alerts for “down” notifications, and perform the necessary actions in a timely manner. - Own customer communication for every open ticket from start to finish - Provide proactive updates, product announcements, known issues, process changes — to keep customers informed. - Actively participate in the on-call rotation coverage for after-hours support needs - Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure. Required Qualifications - U.S. based, authorized to work in the United States - 2+ years of experience in customer support, help desk, or a similar customer-facing role, at a Technology company, preferably a SaaS company. - Must have strong troubleshooting and issue triage skills. - Comfortable managing a live queue across multiple channels (chat, email, phone) at once - Clear, professional verbal and written communication skills. - Able to work independently and meet response/resolution expectations without close supervision - Must be able to multi-task and effectively work in a dynamic, technology forward environment. - Must have working experience with AI tools, including processing data, generating effective prompts, and utilizing AI for efficiency. - Must be able to obtain CJIS clearance in all States. - Available for core business hours and periodic on-call rotation - Experience with Intercom, SalesForce, JIRA, or a comparable support/ticketing platforms - Exposure to 9-1-1, public safety, or government technology environments is preferred - Comfortable working in Slack-based team workflows Why Join GovWorx At GovWorx, we believe in putting all responders first. You'll be the first voice our customers hear when something isn't working, and a critical part of the team that keeps 911 professionals supported every day.