Key Responsibilities:

• Respond promptly and professionally to inbound support inquiries via phone, email, web, and a ticketing system.

• Log and track client issues and time spent using our internal support systems.

• Provide thoughtful troubleshooting and guidance to clients, resolving issues or escalating as needed.

• Conduct virtual and on-site training sessions, ensuring clients feel confident using the system and understand best practices.

• Perform application and rules testing, especially as software updates are made in response to regulatory changes or customer feedback.

• Serve as a customer advocate, helping ensure timely resolution of issues and documenting requests for product improvements.

• Collaborate with internal teams, including product and engineering, to communicate client feedback and resolve system limitations.

• Maintain detailed and organized documentation of support interactions, processes, and customer training resources.

• Continuously deepen your knowledge of our products, services, and the evolving needs of local government clients.

• Participate in occasional travel within Iowa for on-site visits and conferences (travel expenses covered)

Requirements:

• Experience working in a County Treasurer’s Office (Iowa preferred), or deep familiarity with Treasurer workflows such as tax collection, budgeting, payroll, and financial reporting.

• 1+ year(s) of experience in a customer service or technical support role.

• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.

• Proven problem-solving and analytical abilities; detail-oriented and able to assess root causes.

• Comfortable conducting virtual trainings and working directly with customers on camera.

• Familiarity with ticketing systems, CRM tools, and time-tracking software.

• Proficient in Microsoft Office 365 applications.

• Ability to work independently in a hybrid environment, with a dedicated remote workspace.

• Bachelor’s degree in Finance, Accounting, Public Administration, Computer Science, or a related field – or equivalent professional experience.

• Bonus: Experience with Document Locator, Solutions Vision software, or experience working in or supporting Iowa local government operations.