Technical Support Representative

🕒 5 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

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.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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