Technical Support Representative

🕒 May 20

🇺🇸 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 • Take ownership of technical issues and work with our Engineering and product groups to resolve advanced issues • Validate and identify product bugs and 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 • Help train more junior members/ customer support representatives on our software and processes • Update the ticket tracking system to provide an accurate, and current, status of support issues • Create 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 • Strong client communication skills • Ability to convey complex technical issues to other experts, as well as technical novices • Experience with ticketing systems such as Zendesk, JIRA, Salesforce or other • Technical degree in Computer Science or equivalent experience (2+ yrs.) • Good to have but not mandatory if: relational database experience (MSSQL & PostgreSQL), experience with administering windows desktops, servers and embedded systems, experience with streaming/video playback, experience with Github, CI / CD, software deployment.

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.