Remote Customer Support Specialist

The Company

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 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.

What your impact will look like here:

• The DTN Customer Support Specialist is responsible for assisting with advertising contract implementation and supporting Destination Marketing Organization (DMO) publishers with requests related to paid content on their sites.
• This role works directly with advertisers after the sale of their ad contract to gather creative assets, answers initial questions about their advertising program, and routes requests to the Support Team to execute the campaign.
• The Customer Support Specialist may assist with writing copy, basic image editing/cropping, and creating proofs for clients.
• At the launch of a campaign, the Customer Support Specialist assists with quality control checks and follow-up emails to advertisers to confirm that their program is live.
• After campaigns have been implemented, the Customer Support Specialist assists advertisers throughout their contract life cycle to provide performance data and make updates to their program.
• The Customer Support Specialist communicates with customers and DMO partners through email, phone, and video calls and utilizes various software tools to navigate customer accounts, research and review account history, enter data, and communicate effectively to fulfill customer requests.

You will love this job if you have:

• Customer Service Skills:

• Patient and helpful when interacting with customers

• 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

• Detail-oriented and focused on providing accurate and thorough service

• Ability to prioritize customer needs

• Demonstrates interpersonal skills with a diverse customer base

• Dedicated to problem resolution

• Communication Skills:

• Excellent English communication skills (written, comprehension and verbal)

• Ability to communicate correctly and clearly with all customers in a positive manner

• Good comprehension skills — ability to clearly understand and state customers’ requests

• Excellent documentation skills

• Good composition skills — ability to compose a grammatically correct, concise, and accurate written response

• Ability to write marketing copy for paid content with strict character limits

• Work successfully in a team environment as well as independently

• Computer Knowledge/Skills:

• Desktop computer proficiency

• Familiarity with Windows 7 and Google Suite (Gmail, Google Calendar, Google Docs, Google Sheets, etc.)

• Excellent typing skills

• Able to successfully navigate websites

• Ability to successfully adapt to changes in the work environment

• Preferred Knowledge/Skills:

• Familiarity with Salesforce

• Basic Adobe Photoshop skills

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.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.