Technical Support Representative Tier 1

Summary

Join Granicus as a Tier 1 Application Support Representative and provide technical assistance and support for Granicus software applications. You will be the first point of contact for customers, resolving inquiries and escalating complex issues to the Tier 2 team. Responsibilities include responding to customer inquiries via various channels, troubleshooting technical problems, documenting interactions, and maintaining knowledge of Granicus products. Success in this role requires 2+ years of customer service experience with a focus on technology, strong problem-solving skills, experience with troubleshooting software applications, and proficiency with ticketing systems and CRM tools. The ideal candidate will also possess experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence, and JIRA, along with a CompTIA or related certification. Granicus offers a remote-first work environment and a commitment to building diverse and inclusive teams.

Requirements

• 2+ years of experience in a customer service field with a focus on technology and applications support
• 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 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
• 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)

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
• 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

• Other languages are considered an asset
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence and JIRA
• Comp TIA Certification or related certifications
• A quiet, distraction-free work space within a dedicated office space

Benefits

Remote work