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Granicus India · 5 days ago

Technical Support Representative

United States

Full-time

Remote

Entry Level

1+ years exp

Granicus is a company focused on transforming the Govtech industry by providing technology solutions to government agencies. The Technical Support Representative will be responsible for delivering high-quality technical support for Granicus software services, troubleshooting complex issues, and collaborating with clients to ensure satisfaction and resolution of their problems.

Computer Software

Responsibilities

Field complex/escalated issues for high value or critical clients

Work directly with clients to understand issues, document in a case, and work towards resolution

Uphold SLA’s regarding responsiveness on individual cases

Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team

Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary

Validate and identify product bugs and be able to document the expected behaviors for resolution

Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps

Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention

On-call support

Help train more junior members/ customer support representatives on our software and processes

Updating the ticket tracking system to provide an accurate, and current, status of support issues

Creating Knowledge Base articles to expand the knowledge for handling support issues

Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems

Qualification

Technical supportCloud-based softwareTroubleshootingRelational databasesTicketing systemsClient communicationTeam coordinationProblem-solving

Required

1 year experience providing technical support for cloud-based software or services

Able to convey complex technical issues to other experts, as well as technical novices

You've used ticketing systems such as Zendesk, JIRA, Salesforce or other

You have a technical degree in Computer Science or equivalent experience (2+ yrs.)

Ambitious, self-driven and an enthusiastic approach to problem-solving

Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution