Senior Technical Support Representative

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2 days ago

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Granicus

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Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

📋 Description

• 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

• 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

🏖️ Benefits

• Flexibility & Balance • Paid 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. • Health & Wellness Private healthcare benefits - Comprehensive coverage for you and your family. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Fitness Reimbursement & Cycle Program – Stay active, your way. • Critical Illness and Life Insurance Benefits • Family & Future Paid Parental Leave - For both birthing and non-birthing parents. • Pension plan with employer contributions • Growth & Recognition Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.