Technical Support Representative - Remote

Overview

The Technical Support Representative at Granicus plays a crucial role in providing technical assistance and support for Granicus software applications to customers, acting as the first point of contact for technical inquiries.

In Short

• Respond to customer inquiries via phone, email, or chat.
• Resolve customer inquiries using troubleshooting techniques.
• Document and track customer interactions in a ticketing system.
• Escalate complex issues to Tier 2 Technical Support Team.
• Maintain up-to-date knowledge of Granicus products.
• Meet performance metrics such as response time and customer satisfaction.
• Follow established processes for service delivery.
• Prepare and send communications to customers regarding their requests.

Requirements

• 2+ years of experience in customer service with a focus on technology support.
• Fluent in English and Spanish; other languages are a plus.
• Strong customer-oriented practices and professionalism.
• Strong data analysis and problem-solving skills.
• Experience with troubleshooting software applications.
• Proven experience in technical support or customer service role.
• Experience with ticketing systems and CRM tools.
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence, and JIRA.
• Ability to work remotely with minimum supervision.
• CompTIA Certification or related certifications.

Benefits

• Opportunity to work with a leading company in Govtech.
• Engagement in meaningful work that supports communities.
• Flexible working conditions with remote work options.
• Access to ongoing training and development.
• Collaborative and inclusive company culture.