Senior Technical Support Representative

Granicus LAC•Remote, PR

54d•Remote

About The Position

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.

Requirements

At least 3 years of experience in a technical support role
Experience with SaaS products
Experience troubleshooting software issues
Experience managing customer request tickets
Experience working in a remote environment
Excellent communication and interpersonal skills
Ability to work independently and as part of a team

Nice To Haves

Experience with Granicus products
Experience in the Govtech industry
Experience with Salesforce or similar CRM software
Experience with ITIL best practices

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
Be part of a fast-growing, positive company that contributes to helping more people live better lives
Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.