Technical Support Representative (French) - Night shift

Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

#India

• The Technical Support Representative at Granicus will work as an integral part of Client Experience. This  role involves working with clients across a number of sectors and in various locations to provide a high level of support to our clients.
• This job will be a night shift Canada timing. After an initial training period of up to six months, you will be assigned to night shift work. Please  consider this when applying.
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• Responsibility
• ·        Exceptional verbal and written communication skills – to analyse, interpret and communicate effectively with colleagues and clients.
• ·        Ability to speak, write and read French (C1 French)
• ·        Be the first point of contact for all inbound email and chat queries from our customers.
• ·        Independently and effectively resolve all queries.
• ·        Redirect technical issues and bugs to our technology team.
• ·        Liaise with the development team to resolve the client’s concerns.
• ·        Proactively and continuously keep our customer and staff in Australia, Canada, United States and United Kingdom informed about open/pending issues.
• ·        Develop a detailed understanding of our platform EngagementHQ.
• ·        Build credibility with customers by empathising with their problem, proactively understand customer needs and solve it promptly.
• Relationships
• ·        The CSE currently reports directly to the Client Support Manager in India.
• ·        Works very closely with the Development Team.
• ·        Collaborates with the Product Team.

• ·        This is a work-from-home position based out of Bangaluru, India. You will need to have a home-office environment with reliable internet that is both a highly productive work environment and meets OH&S standards.
• ·        This role is permanent full-time; 80 hours per fortnight.
• ·        We work on shifts and though predominantly the shift timing is static, one should be flexible to work on other shifts.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here’s what you can expect as a India-based team member:

Flexibility & Balance

• Paid 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.

Health & Wellness

• Private healthcare benefits - Comprehensive coverage for you and your family.
  
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.
  
• Fitness Reimbursement & Cycle Program – Stay active, your way.
  
• Critical Illness and Life Insurance Benefits

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
  
• Pension plan with employer contributions

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.