Technical Support Representative

Summary

Join Granicus as a Technical Support Specialist and provide technical assistance and support for Granicus applications. You will respond to customer inquiries via phone, email, or chat, resolving issues through troubleshooting and guidance. Document customer interactions and escalate complex problems to the Tier 2 team. Maintain up-to-date product knowledge and meet performance metrics. This role requires 2+ years of customer service experience with a focus on technology and applications support, along with specific technical skills. The position offers a comprehensive benefits package, including health insurance, life insurance, paid time off, and professional development opportunities. Granicus is a global company with a commitment to diversity and inclusion.

Requirements

• 2+ years of experience in the customer service field with a focus on technology and applications support
• Medium to high knowledge of HTML and CSS
• Low to Medium knowledge of Cloud based technologies, including hosting platforms such as AWS & Azure
• Experience working with databases, and the ability to understand system logs
• Medium knowledge of DNS and WAF (Cloudflare, Imperva, Akamai etc)
• Low-Medium knowledge of Networking Protocols (communication and security)
• You have relational database experience (MSSQL & PostgreSQL preferred)
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge
• You have experience with Github, CI / CD, software deployment
• You have experience with installing audio or video systems, including home or auto projects
• You have experience building and repairing computers
• You have previous television or video broadcast experience
• Fluent in English
• 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 roles, 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

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 the 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
• Review and Moderate community contributions as per the Moderation policy

Preferred Qualifications

• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow
• Knowledge of video resolutions, frame rates, and video formats
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters
• Experience with live streaming events, gaming or other channel content
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence, and JIRA
• Comp TIA Certification or related certifications

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 centers
• 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