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. Be part of a fast-growing, positive company that contributes to helping more people live better lives!
What you'll do:
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
Who you are:
Excellent customer service skills - the ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and conscientious
Proven analytical, technical and problem-solving skills
The ability to evaluate, troubleshoot and follow-up on customer issues; replicate and document issues for further escalation
The ability to be organized, professional and (hopefully) quick-witted
Comfortable in a fast-paced environment, able to manage multiple projects on tight deadlines
Positive attitude and a flexible approach
A passion for software and technology
Ideal candidates also have experience with:
HTML, CSS, Photoshop and Digital Design
Troubleshooting applications/server hardware/networks/Windows 2008/2012 OS
Software as a Service (SaaS) support experience
Using help desk software (Salesforce.com or other CRM platform preferred)
Jira or another software engineering workflow application
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.
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