Senior Technical Support Representative
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Job Description
Technical Support Representative using state-of-the-art technology tools to assist customers. Collaborating with product experts and maintaining customer satisfaction in a remote-first environment.
Responsibilities:
- Work with complete access to the company’s product experts and technical resources
- Use state-of-the art technology tools and your unique problem-solving skills to help customers maximize their use of Granicus’ suite of products
Requirements:
- 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
Benefits:
- 24/7 on-call support
- Positive work environment
- Opportunities for growth and progression
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