Senior Technical Support Representative

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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

• Obtain and retain product knowledge for a wide variety of Granicus products • 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 more 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 • Seamlessly manage customer request tickets to meet SLAs • Foster teamwork and collaboration across teams to innovate products and enhance efficiency • Contribute to 24/7/365 on-call support • Preserve the confidentiality, integrity, and availability of company information assets • Ensure employee and customer data privacy and complete required privacy training

🎯 Requirements

• Product knowledge for a wide variety of Granicus products • Technical skills to troubleshoot issues, create test scenarios, and investigate software issues based on customer product use • Expert product knowledge for various Granicus products • Ability to manage customer request tickets to meet Service Level Agreements (SLAs) • Ability to contribute to 24/7/365 on-call support • Ability to appropriately preserve the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program • Ability to ensure data privacy and complete required privacy training in accordance with company policies • No degree requirements stated for this role

🏖️ Benefits

• Flexible Time Off • Company-Wide Wellbeing Days: paid days off to unplug and focus on mental health • Work From Home Reimbursement • Private health, vision, dental and life insurance — 100% Employer-Paid, with coverage for the employee and family • On-Demand Mental Health Support, including Headspace and other wellness tools • Pension Plan and Retirement options • Online Learning Platforms for professional development • Competitive Salary & Bonuses • Remote work arrangement