Product Support Rep II

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations – from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact. 

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it! Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely. Second-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. In addition, escalates complex issues to appropriate technical experts or managerial staff.

Job Duties Include:

•Provide internal and external user support for application issues of a technical nature.

•Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.

•Maintain consistent, regular communication with customers regarding the status of their requests.

•Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

•Use Knowledge Base (KB) to solve Cases in a timely manner

•Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate

•Create internal content to be used in our Knowledge Base (KB)

•Anticipate customer needs and effectively address concerns related to their issue or resolution.

•Effectively handle difficult customer interactions and challenging customer problems with limited need for supervisory intervention

•Maintains poise and professionalism even with very difficult and demanding customers.

•Handle escalated calls/issues of increasing complexity.

•Develop strong working relationships with cross-functional teams within the company.

•Work with customers to identify reported system defects.

•Works primarily under supervision and follows established procedures and guidelines.

•All other duties as assigned.

Requirements:

• Bachelors in IT or equivalent relevant experience required.  

• 5+ years’ experience in a software support or other related position;     

• Excellent organizational and time management skills with the ability to prioritize. 

• Strong communication skills with capability of interfacing with all level of organization       

• Strong internal motivation. Must have the ability to work independently but also contribute as part of a cohesive team.

•  A successful candidate would have industry knowledge of finance/accounting functions

CentralSquare Technologies: Where Mission Meets Innovation

CentralSquare Technologies is proud to be an Equal Opportunity Employer. We are committed to fostering a workplace that is inclusive, respectful, and free from discrimination—where all individuals are valued, supported, and provided equal opportunity to succeed.

We place a strong emphasis on supporting military veterans and their spouses and recognize the leadership, discipline, resilience, and mission-oriented mindset they bring to the workforce. The skills developed through military service—such as accountability, teamwork, adaptability, and the ability to perform under pressure—are highly valued at CentralSquare and directly contribute to our success.

In addition to our commitment to veterans, CentralSquare Technologies welcomes and encourages applicants from all backgrounds. We are committed to equal employment opportunity for all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Our employees reflect a wide range of experiences, perspectives, and identities, and this diversity strengthens our ability to innovate and serve the public sector, whether through our public safety or public administration businesses. Through our technology, we support public servants and the communities they serve, and we believe our workforce should reflect those communities as well.

If you are seeking an opportunity to contribute to meaningful work that impacts communities nationwide—whether continuing a legacy of service or beginning a new chapter—CentralSquare Technologies invites you to apply.

Your next mission starts here.