[Hiring] Senior Technical Support Representative @Granicus LAC

Role Description

Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company.

Come use our state-of-the-art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products.

• 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

Qualifications

• Excited to learn more and grow within the company

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

Benefits

• 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