Technical Support Representative

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 its constituents together. We are on a mission to support our customers with 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 the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use 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.

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 a 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 we provide 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.

• Autonomously and confidently handle complex customer issues  
• Proactively work directly with customers via email, chat, support tickets, phone calls and virtual face to face meetings to resolve their support query. This includes accurate record keeping in Salesforce across the customer account, support ticket, phone call or meeting and On - Call support. Become a subject matter expert on the Products you support 
• Effectively collaborate with key internal teams spanning Technical Support, Engineering, Product and Service Delivery 
• Work directly with clients to understand issues, document in a case, and work towards resolution. 
• Adherence to our Service Level Agreements (SLAs), this includes customer response times, triaging of high severity issues, timely resolution of issues. 
• Serve as an escalation point for key internal teams such as Customer Success, Sales, Product & Engineering and Management  
• Complete ownership of technical issues as you collaborate with Product and Engineering teams to resolve more advanced issues 
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention. 
• Adherence to rotational / fixed shifts and On - Call support.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems. 

To be successful in this role you are required to have the following skills and experience. 

• Minimum 2 years’ experience providing technical support for cloud-based software and services.
• Ability to convey complex technical issues to technical novices as well as other experts.
• Medium knowledge of Networking Protocols. LAN and WAN infrastructure.
• Low-Medium knowledge of HTML, CSS, databases.
• You’ve used ticketing systems such as Zendesk, JIRA, Wrike, Salesforce or others.
• Knowledge of computer hardware and software, operating systems, and common software applications. Experience in building your own PCs.
• Experience with live streaming. Gaming, Twitch, YouTube or streaming to other channel content channels.
• Knowledge of video resolutions, frame rates, video formats and experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters. 

• Strong client communication skills, exhibiting patience and grace in high stress situations.

Advantageous Skills & Experience 

• Hold a Technical degree in
• Relational database experience (MSSQL & PostgreSQL preferred) 
• Experience with administering servers and embedded systems 
• Knowledge of SaaS or web-hosted software

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.