Technical Support Representative

🔥 4 horas atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

📞 Engenheiro de Suporte

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Granicus

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1999

🏛️ Governo

☁️ SaaS

📋 Conformidade

Government • SaaS • Compliance

A Granicus é uma empresa de tecnologia focada no governo que fornece uma Government Experience Cloud e uma gama de serviços digitais para agências locais, estaduais, federais, de educação e de distritos especiais. Seus produtos incluem plataformas de engajamento e comunicação, nuvens de serviço e operações (para licenças, registros, solicitações de serviço/311), gerenciamento de reuniões e agendas, sites/CMS, ferramentas de conformidade e um Agente de Experiência do Governo com tecnologia AI para oferecer autoatendimento 24 horas por dia, 7 dias por semana. A Granicus ajuda organizações do setor público a modernizar a prestação de serviços, aumentar o engajamento dos cidadãos, automatizar fluxos de trabalho e melhorar a eficiência operacional.

Descrição

• 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, set up 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 • On-call support • 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

🎯 Requisitos

• 1 year 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’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other • You have a technical degree in Computer Science or equivalent experience (2+ yrs.) • Good to have but not mandatory if: You have relational database experience (MSSQL & PostgreSQL preferred) • 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

🏖️ Benefícios

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more