Senior Technical Support Representative

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

📋 Description

• Acquire and implement extensive and advanced product knowledge across Granicus solutions.

• Assist leadership with daily operational responsibilities, including queue oversight and case distribution.

• Support case escalations and facilitate the resolution of complex issues.

• Assess case quality and participate in efforts to enhance processes.

• Provide technical solutions that empower customers to meet their objectives.

• Diagnose issues, develop test scenarios, and analyze software performance.

• Manage customer tickets in accordance with service level agreements (SLAs).

• Work collaboratively with various teams to enhance product efficiency and customer satisfaction.

• Engage in 24/7/365 on-call support rotations.

• Maintain the confidentiality, integrity, and availability of Granicus information assets.

• Ensure the privacy of employee and customer data and complete all necessary privacy training.

⛳️ Requirements

• Over 2 years of experience in technical support or a similar role (or equivalent education/experience).

• Familiarity with enterprise SaaS, web-hosted software, and troubleshooting infrastructure.

• In-depth product knowledge across various Granicus solutions or comparable SaaS platforms.

• Capability to articulate technical concepts to a wide range of audiences.

• Proficiency in delivering high-quality support across multiple channels while adapting to changing priorities.

• Professional, empathetic, and effective communication with diverse customer groups.

• Experience in troubleshooting a variety of issues, replicating customer environments, and documenting findings.

• Background in training or mentoring junior support personnel.

• Ability to contribute to cross-functional initiatives.

• Knowledge of web technologies (HTML, CSS, basic scripting).

• Experience in troubleshooting applications and server hardware, including Windows Server 2008/2012 and basic networking.

• Familiarity with digital communications and audio/video technologies.

• Proficient in help desk and ticketing systems such as Salesforce and JIRA.

• Commitment to adhering to information security and data privacy standards.

🏝️ Benefits

• Employee Resource Groups that promote diverse perspectives.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities dedicated to wellness, art, pets, family, parenting, and more.

• Opportunities for special guests to discuss topics affecting employees.

• A remote-first work environment.