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GovWorx is seeking a Support Services Specialist to serve as the primary point of contact for customers using CommsCoach, an AI-powered platform that supports 911 and emergency communications centers across the country. This is a customer-facing role focused on receiving, documenting, triaging, and resolving incoming customer issues across multiple channels including chat, email, phone, and internal request systems.
Key responsibilities include: serving as first point of contact for all customer inquiries, logging interactions as support tickets with complete accuracy, responding promptly and prioritizing issues based on SLA matrices and operational impact, resolving or routing tickets according to GovWorx support processes, maintaining accurate customer records, following up on incomplete tickets, monitoring system alerts for outages, owning customer communication from ticket open to close, providing proactive updates on product announcements and known issues, participating in on-call rotation for after-hours support, and conducting regular audits of outstanding issues.
Required qualifications: 2+ years of customer support, help desk, or similar customer-facing experience at a technology company (SaaS preferred), strong troubleshooting and issue triage skills, ability to manage live queues across multiple channels simultaneously, clear verbal and written communication, independent work capability, multi-tasking ability in dynamic environments, working experience with AI tools including prompt generation and data processing, ability to obtain CJIS clearance in all states, availability for core business hours and periodic on-call rotation, experience with support platforms like Intercom, Salesforce, or JIRA, and comfort with Slack-based workflows. Exposure to 911, public safety, or government technology is preferred.
The role requires U.S. authorization to work and must pass FBI fingerprint and background checks in multiple states.
