Technical Support Representative

Employment Type: Full Time

Company Information

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. We are on a mission 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 over the past 5 years and has been recognized as one of the best companies to work for by BuiltIn. 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.

Want to know more? See more of what we do here.

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Position Overview

The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks, and general knowledge of internet communication protocols provides valuable insight for solving problems. They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes, and report back to clients on resolution. They are responsible for providing high-quality technical support for the Granicus software services provided to the government and public.

This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

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 SLAs 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.
• Take ownership of technical issues and work 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.
• Resolve escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• Provide on-call support.
• Help train more junior members/customer support representatives on our software and processes.
• Update the ticket tracking system to provide an accurate and current status of support issues.
• Create Knowledge Base articles to expand the knowledge for handling support issues.
• Troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Requirements

• Ambitious, self-driven, and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibiting patience and grace in high-stress (e.g., system down) situations to de-escalate and chart a path towards resolution.
• 1-2 years of experience providing technical support for cloud-based software or services.