Technical Support Representative

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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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 and escalated issues for high-value or critical clients • Work directly with clients to understand issues, document cases, and resolve problems • Uphold SLA responsiveness requirements for individual cases • Serve as an escalation point and product subject matter expert • Take ownership of technical issues and collaborate with Engineering and Product groups • Validate and identify product bugs and document expected behaviors • Coordinate teams and client troubleshooting sessions, providing written and verbal recaps • Resolve escalated technical customer complaints without managerial intervention • Provide on-call support • Train junior team members and Customer Support Representatives • Maintain accurate ticket status in the ticket tracking system • Create Knowledge Base articles • Troubleshoot issues ranging from simple failures to complex multifactor problems • Work on programming and documentation projects as required • Preserve the confidentiality, integrity, and availability of company information assets • Ensure employee and customer data privacy and complete required privacy training

🎯 Requirements

• 1 year of experience providing technical support for cloud-based software or services • Ambitious, self-driven, and enthusiastic approach to problem-solving • Strong client communication skills and ability to de-escalate high-stress situations • Ability to convey complex technical issues to technical experts and novices • Experience using ticketing systems such as Zendesk, JIRA, Salesforce, or equivalent • Technical degree in Computer Science or equivalent experience of 2+ years • Relational database experience, preferably MSSQL and PostgreSQL (preferred, not mandatory) • Experience administering Windows desktops, servers, and embedded systems (preferred, not mandatory) • Enterprise SaaS or web-hosted software knowledge (preferred, not mandatory) • Streaming/video playback experience (preferred, not mandatory) • Experience with GitHub, CI/CD, and software deployment (preferred, not mandatory) • Ability to fulfill information security and data privacy responsibilities

🏖️ Benefits

• Remote work arrangement • Employee Resource Groups • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting • Special guest discussions on issues impacting employees