Technical Support Representative - job 1 of 3

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.  

#India

• 2+ years of experience in the customer service field with a focus on technology and applications support having: 
• Medium to high knowledge of HTML and CSS
• Low to Medium knowledge of Cloud based technologies, including hosting platforms such as AWS & Azure
• Experience working with databases, and the ability to understand system logs
• Medium knowledge of DNS and WAF (Cloudflare, Imperva, Akamai etc)
• Low-Medium knowledge of Networking Protocols (communication and security)
• Advantageous - Prior knowledge working with SaaS products, with a special focus on CMS products
• Able to Troubleshoot audio/video hardware and audio/video signals.
• Able to Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
• Provide On-call support
• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with Github, CI / CD, software deployment.
• You have experience with installing audio or video systems, including home or auto projects.
• You have experience building and repairing computers.
• You have previous television or video broadcast experience. 
• Fluent in English. Other languages are considered an asset.   
• Strong 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 roles, with a focus on application support.  
• Experience with a ticketing system and customer relationship management (CRM) tools.  
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.  

• Nice to Have:
• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of video resolutions, frame rates, and video formats.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters. 
• Experience with live streaming events, gaming or other channel content.
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence, and JIRA. 
• Comp TIA Certification or related certifications.

• 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 the 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. 
• Provide timely communication to customers regarding the status of their requests and inquiries. 
• Review and Moderate community contributions as per the Moderation policy. 

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 area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

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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.

-        Embracing diversity & fostering a culture of ideation, collaboration & meritocracy

-        We bring in special guests from time to time to discuss issues that impact our employee population

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 its constituents together. We are on a mission to support our customers with 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 power an unmatched Subscriber Network that use 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.

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.

The Process

-        Assessment – Take a quick assessment.

-        Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.

-        Coding – Take a quick coding test online.

-        Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.

-        Reference checks – Provide 2 references so we can hear about your awesomeness.

-        Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.

-        Written offer – Sign a formal letter and get excited because we sure are!

Benefits at Granicus India

Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –

-        Hospitalization Insurance Policy covering employees and their family members including parents

-        All employees are covered under Personal Accident Insurance & Term Life Insurance policy

-        All employees can avail annual health check facility 

-        Eligible for reimbursement of telephone and internet expenses

-        Wellness Allowance to avail health club memberships and/or access to physical fitness centers

-        Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter

-        Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 

-        Access to learning management system Say., Udemy Learning Premium account membership & many more

-        Access to Rewards & recognition portal and quarterly recognition program

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. 

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. 

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