Job Description

Employment Type: Full Time

Position Overview

The Executive Escalation and Customer Care Team resolves customer care issues and handles escalations originating from customer cases or customer-facing teams at Granicus. This team coordinates efforts and responses, identifies systemic and procedural issues contributing to these situations, and drives positive change and resolution on behalf of Granicus customers, Technical Support, and the overall business. E2C2 Specialists act as a liaison between Technical Support and other Granicus teams, delivering enhanced support to Government Experience Cloud Services customers.

Responsibilities

• Assist customers with care issues and drive escalated case resolution.
• Identify and measure the root causes of customer experience failures.
• Present findings and recommendations to relevant stakeholders for process or technology improvements.
• Report on projects, initiatives, and processes under your purview.
• Respond to inquiries from Granicus executives and customer-facing teams regarding escalations.
• Provide advice and direction to Technical Support on escalated cases.
• Communicate effectively and professionally with other departments to research complaints and find resolutions.
• Provide detailed root cause analysis for customer advocacy to top-level executives.
• Recognize system and quality concerns contributing to poor customer experiences and communicate them appropriately, both internally and externally.
• Submit coaching feedback, news articles, and blurbs to keep Technical Support consistently updated.

Requirements

• Exceptionally strong customer handling and conflict resolution skills.
• Excellent decision-making skills to effectively manage customer and business needs.
• Goal-driven, with the ability to see the bigger picture and manage ambiguity.
• Relentless customer-centricity with excellent English communication skills (verbal and written).
• 2-3 years of prior experience in Customer Care or Technical Support services.
• Ability to work independently, be self-motivated, and demonstrate flexibility in responsibilities and change.

Company Information

Granicus: 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. Our mission is 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 for the past 5 years and has been recognized by BuiltIn as one of the best companies to work for. 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.

Learn more about what we do here.

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 policies.