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Technical Support Representative - Remote

Posted Yesterday
Customer Service
Full Time
Costa Rica

Overview

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.

In Short

  • 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.
  • Taking ownership of technical issues and working with our Engineering and product groups.
  • Validate and identify product bugs and document expected behaviors.
  • Coordinate teams and set up client troubleshooting sessions.
  • Resolving escalated customer complaints without managerial intervention.
  • On-call support
  • Create Knowledge Base articles for support issues.

Requirements

  • 1 year experience providing technical support for cloud-based software or services.
  • Strong client communication skills.
  • Able to convey complex technical issues to other experts and novices.
  • Experience with ticketing systems such as Zendesk, JIRA, Salesforce.
  • Technical degree in Computer Science or equivalent experience (2+ yrs.).

Benefits

  • Opportunity to work with innovative technology in the Govtech industry.
  • Engagement with a diverse range of clients and issues.
  • Supportive team environment focused on customer satisfaction.
  • Growth opportunities within the company.
  • Flexible work arrangements.
Granicus logo

Granicus

Granicus is a leading technology company in the Govtech industry, dedicated to bridging the gap between governments and their constituents. With over 25 years of experience, Granicus has served more than 5,500 government agencies and 300 million citizen subscribers, providing cloud-based solutions that enhance communication, website design, meeting management, and records management. The company is committed to equitable and inclusive technology implementation, driving meaningful change in communities across the U.S., U.K., Australia, New Zealand, and Canada. Recognized on the GovTech 100 list for five consecutive years and celebrated as one of the best companies to work for, Granicus fosters a remote-first, diverse, and inclusive workplace culture, emphasizing employee engagement and well-being.

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