Senior Technical Support Representative

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

📋 Description

• Our team operates at the core of the technology division, enjoying full access to the company’s product specialists and technical resources.

• Assist our clients in optimizing their utilization of Granicus’ extensive product offerings.

• Employ cutting-edge technology tools and exceptional problem-solving abilities to support customers.

• Collaborate and enhance the positive work culture within the company.

⛳️ Requirements

• Acquire and maintain comprehensive product knowledge across a diverse range of Granicus products.

• Support the Leadership team with daily responsibilities, including but not limited to: availability for phone queues, monitoring daily inbound queues, and case assignments.

• Provide support for case escalations from the Technical Support team to management.

• Assist colleagues with more complex cases.

• Oversee TSR cases according to the Quality Control Process.

• Take ownership of the customer experience by delivering high-quality product and technical solutions that enable customers to achieve their objectives with our products and services.

• Develop, showcase, and sustain technical skills for troubleshooting issues, creating test scenarios, and investigating software problems based on customer product usage.

• Maintain and enhance expert product knowledge for various Granicus offerings.

• Efficiently manage customer request tickets to adhere to Service Level Agreements (SLAs).

• Promote teamwork and collaboration across all teams to foster continuous product innovation and improve efficiency.

• Participate in 24/7/365 on-call support duties.

🏝️ Benefits

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.

• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.

• Work From Home Reimbursement – Support a productive home office environment.

• Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.

• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

• Pension Plan and Retirement options.

• Online Learning Platforms – Fuel your professional development.

• Competitive Salary & Bonuses – Your contributions are valued and rewarded.