Technical Support Representative - job 1 of 2

The Company 

Serving the People Who Serve the People 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.  

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. 

Want to know more? See more of what we do here.  

A Tier 1 Technical Support Representative is responsible for providing technical assistance and support related to Granicus software applications to customers. A Tier 1 Technical Support Representative is the first point of contact for customers seeking technical assistance and is responsible for resolving customer inquiries and escalating and following up with other internal teams when necessary

• Respond to customer inquiries via phone, email, or chat to provide technical assistance and support for Granicus applications. 
• Resolve customer inquiries by utilizing troubleshooting techniques, providing guidance and instruction on application usage, and identifying and resolving technical problems. 
• Document and track customer interactions and resolutions in a ticketing system. Translating complex technical solutions into easy-to-understand knowledge base articles. 
• Escalate complex issues to Tier 2 Technical Support Team and work with them to drive cases to completion. 
• Maintain up-to-date knowledge of Granicus products, including new product releases and updates. 
• Meet or exceed performance metrics such as response time, case closure rate, and customer satisfaction ratings, among others. 
• Follow established processes and procedures to ensure consistent and efficient service delivery.
• Prepare and send general communications to customers. Prepare and send subsequent communications.
• Provide timely communication to customers regarding the status of their requests and inquiries.

• 2+ years of experience in a customer service field with a focus on technology and applications support.
• Fluent in English and Spanish. Other languages are considered an asset. 
• Strong sense of customer-oriented practices, professionalism, empathy and patience.
• Strong data analysis and problem-solving skills. Ability to troubleshoot technical issues and review system logs while seeking to understand root causes and common trends.
• Experience with troubleshooting software applications, including Microsoft Office Suite, Windows, and Mac operating systems.
• Proven experience in technical support or customer service role, with a focus on application support.
• Experience with a ticketing system and customer relationship management (CRM) tools.
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence and JIRA.
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.
• Comp TIA Certification or related certifications.

Security and Privacy Requirements

·        Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

·        Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

The Team

- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – 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.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population 

The Impact

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.