Providing strong technical support and troubleshooting for Granicus products.
Collaborating with the technology team and product experts to enhance customer satisfaction.
Managing customer inquiries and support tickets effectively to ensure successful resolution.

Obtain and retain product knowledge for a wide variety of Granicus products
Assist Leadership team in daily duties including but not limited to: Phone queue availability, daily inbound queue monitoring, case assignments.
Provide assistance in case escalations from TS team to management.
Assist team members in more difficult cases.
Monitor TSR cases as per the Quality Control Process.
Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services.
Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use.
Maintain and develop expert product knowledge for various Granicus products.
Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs).
Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency.
Contribute to 24/7/365 on-call support.

Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Private health, vision, dental and life insurance – 100% Employer-Paid.
Comprehensive coverage for you and your family.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Pension Plan and Retirement options.
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Senior Technical Support Representative

Key skills