Technical Support Representative
About gWorks:
gWorks builds software that helps small local governments work better. Our clients are public servants, city clerks, utility billing staff, public works teams, and county administrators. These are the folks who keep their communities running smoothly. Their work is essential, but often constrained by outdated tools.
We fix that. Our cloud\-based platform replaces legacy systems with simple, integrated software built specifically for small governments. We serve thousands of communities nationwide, streamlining operations, improving service delivery, and making day\-to\-day work more manageable.
We’re consolidating several acquired products into one platform and guiding our clients through this transition. It’s complex, important work that requires a team that can execute at a high level to help drive that transformation.
The Role:
The Technical Support Representative at gWorks is a specialized role designed to bridge the gap between our standard client success functions and the more technical aspects of software implementation and support. This position requires a unique blend of skills, combining the client\-focused approach of a Client Success Representative with the technical savvy of an Implementation Specialist. The focus is on supporting clients through technical issues, software implementation, data migration, and optimizing their use of our financial software and services, ensuring their success and satisfaction.
Key Responsibilities:
* Technical Client Support: Provide advanced technical support to clients, addressing and resolving complex inquiries and issues related to software implementation, data migration, and our suite of financial and utility billing software.
* Software Implementation and Configuration: Guide clients through the initial setup, implementation, and configuration of gWorks software, aligning with best practices and client\-specific requirements.
* Client Onboarding and Training: Facilitate a smooth onboarding experience for clients, offering training sessions and resources to empower them with the knowledge and skills to effectively utilize our software.
* Continuous Technical Learning: Stay abreast of the latest software updates, technologies, and industry trends to provide informed support and recommendations to clients.
* Data Management and Analysis: Assist in data migration processes and analyze client data to provide insights and reports, enhancing software utilization and client satisfaction.
* Client Engagement: Engage proactively with clients through regular, focused interactions to ensure their technical needs are met and to foster long\-term relationships.
* Feedback and Innovation: Collaborate with the development and client success teams to relay client feedback and contribute to the continuous improvement of our software and services.
What You'll Bring:
- Strong technical acumen, with a proficiency in understanding and troubleshooting software and data\-related issues.
- Excellent communication skills, capable of explaining complex technical concepts in an understandable manner.
- Detail\-oriented and analytical, with a strong ability to perform precise work under tight deadlines.
- Proven problem\-solving skills, with the ability to identify, analyze, and resolve technical challenges efficiently.
- Experience with software implementation, particularly in a SaaS environment, is highly desirable.
- Professional and responsive customer service approach, with a commitment to ensuring client satisfaction.
- Bachelor's degree in business, accounting, or a related field, or equivalent technical experience.
- Minimum of 3 years of experience in technical support, software implementation, or a related client\-facing technical role.
- Familiarity with financial accounting software, municipal operations, or local government finance is a plus.
- Proficiency in Microsoft Office suite, online business tools, and a strong understanding of PCs, Windows OS, networks, and printers.
- Omaha\-based? You'll follow our hybrid model: work remotely with in\-office collaboration on Tuesdays and Thursdays
- Remote? You’ll be fully supported to work from anywhere in the U.S. We prioritize connected, accountable teams — no matter where you're located
- Members of the sales team should expect to attend 4\-6 conferences in their territory each year during event season.
- Base Salary Range: $60,000 \- $80,000 annually
- Full medical, dental, and vision insurance
- 401(k) with company match
- Flexible PTO and paid holidays
- A collaborative team culture that values autonomy, growth, and execution
What Success Looks Like:
Where You’ll Work
Compensation \& Benefits
Equal Opportunity Employer:
gWorks is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.