Senior Technical Support Representative
About The Position
Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. What Your Impact Will Look Like Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company. Come use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products.
Responsibilities
- Obtain and retain product knowledge for a wide variety of Granicus products
- Assist Leadership team in daily duties including but not limited to: Phone queue availability, daily inbound queue monitoring, case assignments
- Provide assistance in case escalations from TS team to management
- Assist team members in more difficult cases
- Monitor TSR cases as per the Quality Control Process.
- Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
- Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
- Maintain and develop expert product knowledge for various Granicus products
- Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
- Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
- Contribute to 24/7/365 on-call support
Benefits
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Pension Plan and Retirement options
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
