Remote Technical Support Representative

Summary

Join Granicus as a Tier 1 Application Support Representative and provide technical assistance and support related to Granicus software applications to customers. Respond to customer inquiries via phone, email, or chat, resolve issues, document interactions, and escalate complex cases.

Requirements

• 2+ years of experience in a customer service field with a focus on technology and applications support
• Fluent in English. Other languages are considered an asset
• Strong problem-solving skills. Ability to troubleshoot technical issues and review system logs while seeking to understand root causes and common trends
• Experience with troubleshooting software applications, including Microsoft Office Suite, Windows, and Mac operating systems
• Proven experience in technical support or customer service role, with a focus on application support
• Experience with a ticketing system and customer relationship management (CRM) tools
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence and JIRA
• Comp TIA Certification or related certifications

Responsibilities

• Respond to customer inquiries via phone, email, or chat to provide technical assistance and support for Granicus applications
• Resolve customer inquiries by utilizing troubleshooting techniques, providing guidance and instruction on application usage, and identifying and resolving technical problems
• Document and track customer interactions and resolutions in a ticketing system. Translating complex technical solutions into easy-to-understand knowledge-base articles
• Escalate complex issues to Tier 2 Technical Support Team and work with them to drive cases to completion
• Maintain up-to-date knowledge of Granicus products, including new product releases and updates
• Meet or exceed performance metrics such as response time, case closure rate, and customer satisfaction ratings, among others
• Follow established processes and procedures to ensure consistent and efficient service delivery
• Provide timely communication to customers regarding the status of their requests and inquiries

Benefits

• A quiet, distraction-free work space within a dedicated office space
• From a technical perspective, a minimum of High-Speed Internet (10 MGB download / 3MBG upload or better broadband connection speed using a hard-wire ethernet internet connection (no WIFI)