Job Description
Job Description
The OPEXUS + Casepoint Customer Support team is responsible for delivering delightful and dedicated interactions to customers located throughout the U.S. and Canada. The ideal Customer Support Specialist has a proven track record in SaaS Support and is motivated by the opportunity to be a part of building a signature OPEXUS + Casepoint Customer Support Experience. Customer Support Specialists are passionate customer advocates, obsessively organized and analytical, and driven to always go the extra mile.
Location: Washington, DC with Hybrid Telework Available
Roles & Responsibilities:
- Serve as the first point of contact for customers and ensure support service commitments are met within a daily eight-hour shift during the business hours 8 am – 6 pm, EST. (per current Support hours, these are subject to change)
- Available to assist client requests from all current Support channels to meet or exceed contractual response times.
- Relentlessly pursue customer resolutions and satisfaction with every interaction.
- Ability to be empathetic while balancing the needs of the customer and the business.
- Accurately and thoroughly document issues in systems of record according to set guidance.
- Perform remote troubleshooting through diagnostic techniques leveraging screen sharing.
- Seek ways to continuously improve the client experience through better processes and technologies.
- Contribute to training documentation, customer engagement opportunities, and ongoing user events.
- Operate with high-energy and enthusiasm to the team and customer engagements.
- Contribute to a diverse and inclusive environment and live company values.
Required Skills and Experience:
- 2+ years of customer-service experience.
- Proven experience as a customer support technician or similar customer support role.
- Ability to diagnose and resolve technical issues with increasing complexity while in role.
- Solid understanding of software development.
- Exceptional customer-service and communications skills, both written and verbal.
- Proficiency in English.
- Unflappable in any issue-management situation.
- Secret Clearance a plus.
- Experience using Salesforce Service Cloud case-management, Knowledge Base, Community experience.
Education:
- Bachelor’s degree or equivalent required.
About OPEXUS
OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.
The Washington Post, which named Opexus+ Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS+Casepoint offers the best of all worlds.
OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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