Technical Support Representative
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Job Description
Technical Support Representative resolving complex client issues for Granicus’ Govtech solutions. Collaborate with Customer Support and Engineering teams to ensure efficient resolutions.
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.
- 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.
Requirements:
- 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.).
- Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
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.
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