Senior Technical Support Representative

🕒 August 24

🇵🇷 Puerto Rico – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 26%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Assist the leadership team with phone queue availability, daily inbound queue monitoring, and case assignments • Provide assistance with escalated cases from the technical support team to management • Assist team members with difficult cases • Monitor technical support representative cases according to the Quality Control Process • Own the customer experience by providing quality product and technical solutions • Troubleshoot issues, create test scenarios, and investigate software issues • Manage customer request tickets to meet SLAs • Foster teamwork and collaboration across teams to improve products and efficiency • Contribute to 24/7/365 on-call support • Maintain information security and data privacy in accordance with company policies

🎯 Requirements

• Obtain and retain product knowledge for a wide variety of Granicus products • 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) • Contribute to 24/7/365 on-call support • Responsible for preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets • Responsible for ensuring data privacy and completing required privacy training • No degree requirement for most roles

🏖️ Benefits

• Flexible Time Off • Company-Wide Wellbeing Days • Work From Home Reimbursement • Private health, vision, dental and life insurance – 100% Employer-Paid • On-Demand Mental Health Support – Access to Headspace and other wellness tools • Pension Plan and Retirement options • Online Learning Platforms • Competitive Salary & Bonuses • Remote work arrangement