Senior Technical Support Representative
Granicus India
•Remote
About The Position
The ideal candidate is a technically proficient and customer-focused professional who thrives in collaborative, fast-paced environments. They demonstrate strong problem-solving skills, a deep understanding of Granicus products, and a commitment to delivering high-quality support experiences. Adaptable and open to change, they embrace evolving technologies and processes, contributing to continuous improvement and innovation. This individual is comfortable mentoring peers, managing multiple priorities, and supporting 24/7 operations to ensure service excellence.
Requirements
- 3+ years in technical support or a related role (or equivalent education/experience).
- Experience with enterprise SaaS, web-hosted software, and infrastructure troubleshooting.
- Demonstrates high-level product knowledge with experience across multiple Granicus solutions or equivalent SaaS platforms, and the ability to clearly communicate technical concepts to diverse audiences.
- Proven ability to deliver high-quality support across multiple channels while adapting to shifting priorities and maintaining service excellence.
- Ability to communicate professionally, empathetically, and effectively with diverse customer profiles
- Skilled in troubleshooting diverse issues, replicating customer environments, and documenting findings
- Experience training or coaching junior support staff
- Comfortable contributing to cross-functional projects that enhance efficiency and customer experience.
Nice To Haves
- Web technologies (HTML, CSS, basic scripting)
- Troubleshooting applications and server hardware (Windows Server 2008/2012, networking basics)
- Digital communications and audio/video technologies
- Help desk and ticketing software (Salesforce, JIRA, etc.)
Responsibilities
- Learn and apply comprehensive and advanced product knowledge across a wide range of Granicus solutions.
- Support leadership with daily operational tasks including queue monitoring and case assignment.
- Assist in case escalations and provide guidance on high-complexity issues.
- Monitor case quality and contribute to process improvements.
- Deliver high-quality technical solutions that help customers achieve their goals.
- Troubleshoot issues, create test scenarios, and investigate software behavior.
- Manage customer tickets in alignment with SLAs.
- Collaborate across teams to enhance product efficiency and customer experience.
- Participate in 24/7/365 on-call support rotations.
Benefits
- Employee Resource Groups
- Coffee with Mark sessions
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
