Customer Care Specialist

Summary

Join Granicus as a Customer Support Specialist and assist with advertising contract implementation, supporting Destination Marketing Organization (DMO) publishers. You will work directly with advertisers, gather creative assets, answer questions, and route requests. Responsibilities include writing copy, image editing, creating proofs, quality control checks, and providing performance data. The role involves excellent communication skills, computer proficiency, and the ability to navigate various software tools. While experience in marketing or Adobe Photoshop is preferred, Granicus values diversity and encourages applications from individuals who may not meet all requirements. The company offers a remote-first work environment and a supportive culture.

Requirements

• Be patient and helpful when interacting with customers
• Be able to avoid jargon and explain industry-specific concepts
• Take ownership of customer issues and see them through to resolution
• Use situational judgment to determine actions
• Be detail-oriented and focused on providing accurate and thorough service
• Prioritize customer needs
• Demonstrate interpersonal skills with a diverse customer base
• Be dedicated to problem resolution
• Have excellent English communication skills (written, comprehension and verbal)
• Be able to communicate correctly and clearly with all customers in a positive manner
• Have good comprehension skills — ability to clearly understand and state customers' requests
• Have excellent documentation skills
• Have good composition skills — ability to compose a grammatically correct, concise, and accurate written response
• Be able to write marketing copy for paid content with strict character limits
• Work successfully in a team environment as well as independently
• Have desktop computer proficiency
• Be familiar with Windows 11 and Microsoft Office 365 (Outlook, Teams, OneDrive, Sharepoint, Excel, Word, etc.)
• Have excellent typing skills
• Be able to successfully navigate websites
• Be able to successfully adapt to changes in the work environment

Responsibilities

• Assist with advertising contract implementation and supporting Destination Marketing Organization (DMO) publishers with requests related to paid content on their sites
• Work directly with advertisers after the sale of their ad contract to gather creative assets
• Answer initial questions about their advertising program, and route requests to the Support Team to execute the campaign
• Assist with writing copy, basic image editing/cropping, and creating proofs for clients
• Assist with quality control checks and follow-up emails to advertisers to confirm that their program is live
• Assist advertisers throughout their contract life cycle to provide performance data and make updates to their program
• Communicate with customers and DMO partners through email, phone, and video calls and utilize various software tools to navigate customer accounts, research and review account history, enter data, and communicate effectively to fulfill customer requests
• 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

Preferred Qualifications

• Familiarity with Salesforce
• Basic Adobe Photoshop skills
• Marketing, advertising, or social media experience

Benefits

Remote-first company with a globally distributed workforce