Position Title:
Government Peopleware Support Specialist
Location Requirement:
Telecommuting / Remote position in Colorado, Illinois, Kansas, or Missouri
Job Summary:
Are you an accounting professional or do you have experience supporting customers who use accounting, payroll, or tax software? Do you have a background in city or county government administration? CIC is seeking skilled individuals with these backgrounds to join our Government Peopleware Support Team!
In this role, you'll provide critical support for software systems such as Records Management, Budgetary/Fund Accounting, Tax Administration, and Payroll/Personnel, used by cities and counties across multiple states. You'll work directly with local governments to resolve software issues, manage inquiries, and collaborate with internal teams to ensure smooth operations.
If you love problem-solving, have a strong attention to detail, and are passionate about helping local governments succeed, this is the perfect role for you!
Core Responsibilities:
- Master CIC's software products to provide exceptional support for customers using our Help Desk system.
- Log, track, and resolve support requests in a helpdesk ticketing system, ensuring accurate documentation of issues and resolutions.
- Assist clients with troubleshooting for accounting, payroll / personnel and tax administration systems.
- Escalate unresolved issues to advanced support teams and follow through to ensure customer satisfaction.
- Proactively manage production incidents and system alerts to minimize downtime.
- Resolve an average of 1015 support calls per day, maintaining a response and resolution time of 35 minutes or less.
- Ensure customer support calls are resolved within 72 business hours and keep escalations below 10%.
Required Skills:
- Degree in Accounting, Business, or Relevant Experience in Accounting, Payroll, or Tax Software Support (equivalent experience will be considered in place of a degree).
- Experience with Microsoft Office tools (Word, Excel, PowerPoint, and Outlook).
- Proven experience in customer-facing technical or software support roles.
- Strong communication and problem-solving skills with a customer-first attitude.
- Ability to work independently and collaboratively in a remote environment.
- Commitment to maintaining confidentiality and data security.
Bonus Skills and Experience:
- Experience working with City or County government offices or administrations.
- Knowledge of government financial operations or experience supporting government software systems.
CIC Team Member Benefits & Compensation:
- Competitive Salary: $59,000 to $70,500 annually, based on experience and location, with opportunities for growth.
- Work from Home: Enjoy the flexibility of working remotely from the comfort of your home.
- Health & Wellness: Comprehensive medical, dental, and vision coverage with CIC covering 75% of the monthly premiums.
- Retirement Planning: 401k plan with company contributions to support your long-term financial goals.
- Generous Time Off: Paid vacation, sick leave, and holidays to maintain a healthy work-life balance.