Senior Technical Support Representative

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

📋 Description

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

• Support the Leadership team by ensuring phone queue availability, monitoring daily inbound queues, and handling case assignments.

• Provide assistance with escalated cases from the Technical Support team to management.

• Aid team members in resolving more complex cases.

• Oversee Technical Support Representative cases in accordance with the Quality Control Process.

• Take ownership of the customer experience by delivering high-quality product and technical solutions.

• Diagnose issues, create test scenarios, and investigate software problems.

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

• Promote teamwork and collaboration among teams to innovate products and improve efficiency.

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

• Safeguard the confidentiality, integrity, and availability of company information assets.

• Ensure the privacy of employee and customer data while completing mandatory privacy training.

⛳️ Requirements

• Extensive product knowledge across a variety of Granicus products.

• Technical proficiency to troubleshoot issues, develop test scenarios, and investigate software concerns based on customer product usage.

• In-depth product expertise for various Granicus offerings.

• Capability to manage customer request tickets to meet Service Level Agreements (SLAs).

• Willingness to contribute to 24/7/365 on-call support.

• Ability to maintain the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in line with the company's information security program.

• Commitment to ensuring data privacy and completing necessary privacy training as per company guidelines.

• No formal degree requirements specified for this position.

🏝️ Benefits

• Flexible Time Off.

• Company-Wide Wellbeing Days: paid time off to disconnect and prioritize mental health.

• Work From Home Reimbursement.

• Comprehensive health, vision, dental, and life insurance — entirely employer-paid, covering both the employee and their family.

• On-Demand Mental Health Support, featuring resources like Headspace and other wellness tools.

• Pension Plan and retirement options.

• Access to online learning platforms for professional development.

• Competitive salary and bonuses.

• Remote work arrangement.