Product Support Rep I

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.

Job Summary:

This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

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.
• Be available to work paid after hours on call duty on a rotational basis.
• 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 draft 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 without the need for supervisory intervention • Maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards. • 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.
• Performs all other duties as assigned.

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.

Skills Required:

• Associate's Degree in IT or equivalent relevant experience required
• 0-1 year experience in software support or other related position
• Strong communication skills with the capability of interfacing with all levels of the organization