Technical Support Representative - Tier 1

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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.  

A Tier 1Technical Support Representative is responsible for providing technical assistance and support related to Granicus software applications to customers. A Tier 1Technical Support Representative is the first point of contact for customers seeking technical assistance and is responsible for resolving customer inquiries and escalating and following up with other internal teams when necessary. 

What your impact will look like here:

• Respond to customer inquiries via phone, email, or chat to provide technical assistance and support for Granicus applications. 
• Resolve customer inquiries by utilizing troubleshooting techniques, providing guidance and instruction on application usage, and identifying and resolving technical problems. 
• Document and track customer interactions and resolutions in a ticketing system. Translating complex technical solutions into easy-to-understand knowledge base articles. 
• Escalate complex issues to Tier 2 Technical Support Team and work with them to drive cases to completion. 
• Maintain up-to-date knowledge of Granicus products, including new product releases and updates. 
• Meet or exceed performance metrics such as response time, case closure rate, and customer satisfaction ratings, among others. 
• Follow established processes and procedures to ensure consistent and efficient service delivery. 
• Provide timely communication to customers regarding the status of their requests and inquiries. 

You will love this job if you have:

• 2+ years of experience in a customer service field with a focus on technology and applications support. 
• Fluent in English. Other languages are considered an asset.   
• Strong problem-solving skills. Ability to troubleshoot technical issues and review system logs while seeking to understand root causes and common trends. 
• Experience with troubleshooting software applications, including Microsoft Office Suite, Windows, and Mac operating systems.  
• Proven experience in Technical Support or customer service role, with a focus on application support.  
• Experience with a ticketing system and customer relationship management (CRM) tools.  
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence and JIRA. 
• Comp TIA Certification or related certifications.  

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.

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!