Customer Support Specialist (On-Site)

Job Description

Job Description

Job Summary:

We’re looking for a sharp, resourceful, and customer-focused Technical Help Desk Representative to deliver top-tier technical support to our clients. In this role, you will handle incoming support requests across multiple channels, perform expert troubleshooting, manage and resolve service tickets, and provide clear, proactive communication throughout the support lifecycle. Your work will directly impact the quality of service our clients experience and support our team’s reputation for excellence.

Duties and Responsibilities:

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism.
• Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions.
• Maintain timely communication with customers, especially during service incidents or outages.
• Assist with customer-specific support needs, including refunds, voids, and troubleshooting.
• Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams.
• Update and maintain customer records in the CRM system with high attention to detail.
• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies.
• Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements.
• Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings.
• Participate actively in team meetings, ongoing training, and continuous improvement efforts.
• Take part in after-hours support rotation as needed.
• Perform additional duties as assigned.

Education and Experience:

• A minimum of 1 - 5 years in Technical Help Desk management is mandatory.
• Bachelor of Computer Science (Preferred)
• Experience with Revenue Collections and/or Operations (Preferred)

Knowledge, Skills and Abilities:

• Strong verbal and written communication skills
• Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team.
• Able to explain technical concepts to both technical and non-technical users
• Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively.
• Experience writing and/or reading basic SQL queries
• Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
• Organized, detail-oriented, and capable of managing multiple tasks independently

Not required, but additional helpful skillsets or experiences:

• Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states
• Proficiency using CRM and ticketing systems.
• Advanced ability to read and write complex database queries
• Knowledge of client-server structures and relationships

Work Environment:

The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using a telephone and computer

Physical Demands:

• Must be able to remain seated or at a workstation for extended periods while using a computer.
• Regular use of computers, phones, and standard office equipment (e.g., printers, scanners).
• Occasional movement around the office to collaborate with team members or access equipment.
• Frequent verbal communication, both in person and via telephone, to assist customers and coordinate with colleagues.

Avenu Summary:

With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company, representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex.