Granicus is hiring a
Technical Support Representative in India

Summary

Granicus is a technology company serving governments and their constituents. The Technical Support Representative is responsible for providing high-quality technical support for Granicus software services, troubleshooting issues, and collaborating with teams to resolve more advanced issues. They will also work on programming and documentation projects as required.

Requirements

• 1-2 years experience providing technical support for cloud-based software or services
• Able to convey complex technical issues to other experts, as well as technical novices
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other
• Technical degree in Computer Science or equivalent experience (2+ yrs.)

Responsibilities

• Provide high-quality technical support for Granicus software services
• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues and document in a case
• Serve as an escalation point for Customer Support Representatives
• Take ownership of technical issues and work with Engineering and product groups to resolve more advanced issues
• Validate and identify product bugs and document expected behaviors for resolution
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps
• Resolving escalated customer complaints, especially when technical in nature
• Help train more junior members/customer support representatives on software and processes
• Updating the ticket tracking system to provide an accurate, and current, status of support issues
• Creating Knowledge Base articles to expand the knowledge for handling support issues

Benefits

• Hospitalization Insurance Policy covering employees and their family members including parents
• All employees are covered under Personal Accident Insurance & Term Life Insurance policy
• All employees can avail annual health check facility
• Eligible for reimbursement of telephone and internet expenses
• Wellness Allowance to avail health club memberships and/or access to physical fitness centres
• Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
• Memberships for ‘meditation and mindfulness ’ apps including on-demand mental health support 24/7
• Access to learning management system Say., Udemy Learning Premium account membership & many more
• Access to Rewards & recognition portal and quarterly recognition program