Client Support Specialist (Eastern US Time Zone)

About ClearGov
 

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing, venture-funded SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. 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 more than a thousand 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 eight 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 four consecutive years: 2021, 2022, 2023 and 2024.

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.

Core Values

• Be Clear: We strive to be open in all that we do because we believe that transparency is the foundation upon which all meaningful relationships are built.
• Be Trustworthy: We always act with integrity and keep our word because we believe that honest people are authentic, consistent, and dependable and that those traits form the cornerstone for success and well-being.
• Be Considerate: We are mindful about the impact that our comments and actions will have on others because we want to build a compassionate, inclusive environment that nurtures all individuals and communities.
• Be Positive: We believe that the first step in getting something done is believing that it can be done because we know that positive energy brings enthusiasm, excitement, and empowerment to the team.
• Be Better: We constantly ask ourselves, "How can we do this better?" because we know that our families, colleagues, investors, and customers depend on the results we deliver every day.
• Be Fierce: We seek to have bold conversations that interrogate reality and provoke learning to help us tackle our toughest challenges and enrich relationships.
• Be Fun: We value the lighter side of life because we believe that balance, laughter, and enjoying every moment fuel the soul.
   

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.

Key Responsibilities:

• 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 at times be the best way to answer a question or resolve an issue
• 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 a plus
• Experience working with Jira a plus
• Experience working with local governments and school districts is a definite plus

 The Ideal ClearGov Candidate:

• Self-motivated, self-starter with a zeal to win 
• Great communicator; strong oral and written skills 
• Ability to think creatively and innovatively 
• Hands-on problem solver who enjoys cracking difficult nuts 
• Quick study – able to pick up and apply new concepts in a hurry 
• Track record of achievement 
• Enjoys working on and helping to build outstanding teams 
• Demonstrates an entrepreneurial spirit and gets stuff done 
• A sense of humor and don’t take themselves too seriously 

Why Join Us:

• Flexible, remote work
• Chance to make a meaningful impact on government and school district transparency and accountability
• Opportunity to work in a fast-paced, fun, and collaborative environment
• Competitive salary and benefits package (see below)
• Professional growth opportunities

Benefits:

• Competitive Salary
• Equity Package
• Quality Medical, Dental, and Vision Insurance Plans 
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short and Long Term Disability Insurance 
• Life Insurance 
• John Hancock 401K Plan with Match
• Flexible Personal Time Off Policy
• 3 Floating Holidays (in addition to 10 Holidays Observed)
• 2 Volunteer Days Off
• Parental Leave
• Employee Referral Bonus
• Annual All Hands In-Person Event

How to Apply:

• Interested candidates should apply here: https://cleargov.applytojob.com/apply/DyBjSEtSSw/Client-Support-Specialist-Eastern-US-Time-Zone
• ClearGov is an equal opportunity employer and values diversity in the workplace. We encourage individuals of all backgrounds to apply.

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, gender identity and expressions, national origin, disability, genetic information, pregnancy, veteran status, age, 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.