Senior Tech Support Representative

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the primary point of contact for customer inquiries received via email and chat.

• Manage all requests autonomously and with efficiency.

• Report technical issues and bugs to the technical team.

• Coordinate with the development team to address customer concerns.

• Regularly and proactively inform customers and staff in Australia, Canada, the United States, and the United Kingdom about ongoing or unresolved matters.

• Attain a comprehensive understanding of the EngagementHQ platform.

• Foster customer trust through empathy, anticipating their needs, and providing prompt responses.

• Work closely with the development team.

• Collaborate with the product team.

• Directly report to the Support Manager based in India.

⛳️ Requirements

• Outstanding verbal and written communication abilities.

• Proficiency in French, both spoken and written, at a C1 level.

• Dependable home Internet connection.

• Home office that complies with occupational health and safety regulations.

• Willingness to work various shifts.

• Availability for night shifts following the Canadian schedule after an initial training period of up to six months.

• Capability to work 80 hours every two weeks.

• Ability to maintain the confidentiality, integrity, and availability of Granicus information assets.

• Commitment to ensuring the privacy of employee and customer data and completing necessary privacy training.

• No formal degree is required.

🏝️ Benefits

• Employee Resource Groups that promote diverse voices.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities centered around wellness, art, pets, family, parenting, and more.

• Guest speakers addressing issues relevant to employees.

• Flexible remote work arrangements.

• A globally distributed workforce and a remote-first culture.