Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Technical Support Representative image - Rise Careers
Job details

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


What your impact will look like here:
  • 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.


You will love this job if you have:
  • 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.

Granicus Glassdoor Company Review
3.5 Glassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon Glassdoor star icon
Granicus DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of Granicus
Granicus CEO photo
Mark Hynes
Approve of CEO
What You Should Know About Technical Support Representative, Granicus

Join the Granicus team as a Technical Support Representative and be part of an exciting mission to improve the Govtech industry! Working remotely from beautiful Costa Rica, you will be the first point of contact for customers needing assistance with our innovative software applications. Your role will encompass engaging with customers through various channels—phone, email, or chat—offering impeccable support, troubleshooting technical issues, and guiding users to a resolution. We pride ourselves on our stellar reputation, having consistently appeared on the GovTech 100 list and recognized among the best companies to work for by BuiltIn. You will utilize your excellent problem-solving skills alongside Granicus’ extensive knowledge base to provide clear instructions and support. This position requires keen attention to detail, as you'll document customer interactions and resolutions in our ticketing system. You’ll also communicate effectively with our Tier 2 team when more complex issues arise. If you bring at least two years of technical customer service experience, are fluent in English and Spanish, and possess a passion for helping others, you’ll thrive in our vibrant and inclusive workforce. With a commitment to continuously learning and growing, you’ll stay up-to-date with product releases and customer best practices. At Granicus, we value diversity and encourage applicants from all backgrounds to apply, as we believe that a rich tapestry of voices strengthens our culture and enhances our impact. Ready to take this exciting step with us? We can’t wait to meet you!

Frequently Asked Questions (FAQs) for Technical Support Representative Role at Granicus
What are the responsibilities of a Technical Support Representative at Granicus?

As a Technical Support Representative at Granicus, you will handle customer inquiries by providing technical assistance for our software applications. You’ll troubleshoot issues, guide customers through solutions, and document interactions using our ticketing system. Additionally, you'll escalate complex problems to Tier 2 support and maintain up-to-date knowledge of our products.

Join Rise to see the full answer
What qualifications are needed for the Technical Support Representative role at Granicus?

To qualify for the Technical Support Representative position at Granicus, candidates should have a minimum of two years in a customer service environment focused on technology support. Fluency in both English and Spanish is essential, along with strong problem-solving abilities and familiarity with software applications and CRM tools.

Join Rise to see the full answer
How does Granicus support your growth as a Technical Support Representative?

At Granicus, we believe in fostering growth through continuous learning. As a Technical Support Representative, you will be supported with training on our technology and best practices for customer engagement, along with access to resources that can help you enhance your skills and advance your career within the company.

Join Rise to see the full answer
What is the work environment like for a Technical Support Representative at Granicus?

Granicus offers a remote-first work environment for Technical Support Representatives, allowing you the flexibility to work from the comfort of your home. We value a transparent and inclusive culture, promoting interaction through virtual community groups and regular check-ins with leadership, creating a supportive workspace.

Join Rise to see the full answer
What customer service tools will I use as a Technical Support Representative at Granicus?

As a Technical Support Representative at Granicus, you will utilize various customer service tools, including a ticketing system to track customer interactions and resolutions, as well as CRM platforms like Salesforce, Talkdesk, and Confluence, ensuring efficient management of customer inquiries and follow-ups.

Join Rise to see the full answer
Common Interview Questions for Technical Support Representative
Can you describe how you troubleshoot technical problems?

When troubleshooting technical issues, I start by actively listening to the customer's concerns. I ask clarifying questions to gather as much information as possible, then systematically test potential solutions while documenting each step. If needed, I consult our knowledge base for additional guidance.

Join Rise to see the full answer
How do you prioritize customer inquiries in a fast-paced environment?

In a fast-paced environment, I prioritize inquiries based on urgency and complexity. I assess which issues impact day-to-day operations for the customer and address those first. I also stay organized by using our ticketing system to track the status of inquiries.

Join Rise to see the full answer
What would you do if you didn't know the answer to a customer's question?

If I didn’t have an immediate answer, I would reassure the customer that I will find the information they need. I would then either consult relevant documentation or escalate the question to a more experienced colleague, ensuring that I follow up with the customer in a timely manner.

Join Rise to see the full answer
How would you handle a difficult customer?

When dealing with a difficult customer, I focus on staying calm and empathetic. I listen to their concerns without interruption and validate their feelings. My goal is to provide a solution and rebuild their confidence in our support, while ensuring they feel heard and valued.

Join Rise to see the full answer
Why do you want to work as a Technical Support Representative at Granicus?

I am drawn to the Technical Support Representative role at Granicus because I admire the company’s mission to connect governments with their communities. I am passionate about technology and believe that providing excellent support can make a real difference in people's lives.

Join Rise to see the full answer
What experience do you have with CRM software?

I have hands-on experience using CRM software like Salesforce and service platforms such as Talkdesk. I am familiar with recording customer interactions, tracking ticket statuses, and generating reports to evaluate customer support metrics.

Join Rise to see the full answer
What strategies do you use for effective communication with customers?

For effective communication with customers, I utilize clear and concise language, and I tailor my communication style to match each customer’s level of technical understanding. I also ensure to frequently check in with the customer during the resolution process to keep them informed.

Join Rise to see the full answer
Can you share an example of a challenging technical support case you resolved?

In a previous role, a customer struggled with a software update that caused their application to crash. I patiently guided them through the troubleshooting steps, replicated the error, recorded all findings, and worked with our development team to resolve the issue quickly, restoring the customer's trust in our support.

Join Rise to see the full answer
How do you ensure your knowledge of product updates is current?

To keep my knowledge of product updates current, I regularly check our internal resources for release notes, attend training sessions, and engage in discussions with colleagues about new features. I also take initiative to experiment with new functionalities to better assist customers.

Join Rise to see the full answer
What motivates you to provide exceptional customer support?

I am motivated by the impact excellent customer support has on users’ satisfaction and success. Helping customers navigate challenges and ensuring they derive value from our products gives me a sense of fulfillment and encourages me to keep improving my skills.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Granicus Remote Costa Rica (Remote)
Posted 9 days ago
Photo of the Rise User
GolfSuites Hybrid No location specified
Posted yesterday
Photo of the Rise User
Posted 4 days ago
Photo of the Rise User
Posted 14 days ago
Photo of the Rise User
The Florida Panthers Hybrid Amerant Bank Arena, Sunrise, FL 33323
Posted 8 days ago
Photo of the Rise User
Upwork Remote Manila, Metro Manila, Philippines
Posted 2 days ago
Photo of the Rise User
Posted 8 days ago
Photo of the Rise User
Posted 13 days ago
Customer-Centric
Mission Driven
Rise from Within
Fast-Paced
Collaboration over Competition
Startup Mindset
Dare to be Different
Work/Life Harmony
Maternity Leave
Paternity Leave
Family Medical Leave
Family Coverage (Insurance)
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)

Granicus is a leading provider of a platform of solutions that make digital government possible to more than 6,000 government agencies, including 850 state departments across the U.S., U.K., Australia, New Zealand, and Canada.

246 jobs
MATCH
Calculating your matching score...
BADGES
Badge ChangemakerBadge Diversity ChampionBadge Family FriendlyBadge Work&Life Balance
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 14, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!