Granicus India · 1 month ago
Senior Technical Support Representative
United States
Full-time
Remote
Senior LevelGranicus is a technology company focused on transforming the Govtech industry by connecting governments with their constituents. They are seeking a Senior Technical Support Representative to assist customers in utilizing their products, manage case escalations, and contribute to a positive customer experience.
Computer Software
Responsibilities
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
Be part of a fast-growing, positive company that contributes to helping more people live better lives
Qualification
Required
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
Benefits
Paid 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 healthcare benefits - Comprehensive coverage for you and your family.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Fitness Reimbursement & Cycle Program – Stay active, your way.
Critical Illness and Life Insurance Benefits
Paid Parental Leave - For both birthing and non-birthing parents.
Pension plan with employer contributions
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Company
Granicus India
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase