Technical Support Representative

Job Description

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Technical Support Representative

$20 - $24/hr + bonus*

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Job Description

Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry’s leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to over 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/

The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are a master troubleshooter and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public.

This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

What You’ll Do:

• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
• Validate and identify product bugs, and be able to document the expected behaviors for resolution.
• Coordinate teams, setup client troubleshooting sessions, and provide written and verbal recaps.
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• Help train more junior members/ customer support representatives on our software and processes
• Updating the ticket tracking system to provide an accurate, and current, status of support issues.
• Creating Knowledge Base articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures, to complex multi-factored problems.
• Other duties as assigned.

Skills & Requirements

Who You Are:

• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
• 1-2 years experience providing technical support for cloud-based software or services.
• Able to convey complex technical issues to other experts, as well as technical novices.
• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with streaming/video playback
• You have experience with Github, CI / CD, software deployment.
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.

Come learn more about working at Granicus on our website: https://granicus.com/careers/

Granicus is subject to the Executive Order requiring employees of federal contractors to be fully vaccinated for COVID-19.

*Starting rate may vary depending on location and/or experience*

#Li-Remote

Qualifications

Benefits: At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.

• Flexible Time Off
• Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
• 401(k) plan with matching contribution
• Tuition & Training Reimbursement
• Paid Parental Leave
• Employer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
• Group legal coverage
• Transit and/or parking supplement for office based employees
• Free snacks and drinks in our offices
• And more!

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

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