Technical Support Representative

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

📋 Description

• Address complex or escalated issues for high-value or critical clients.

• Collaborate directly with clients to comprehend issues, document cases, and work towards resolutions.

• Maintain SLAs concerning responsiveness for individual cases.

• Act as an escalation point for Customer Support Representatives and serve as a product subject matter expert.

• Take responsibility for technical issues and collaborate with Engineering and Product teams on advanced matters.

• Identify and validate product bugs, documenting expected behaviors for resolution.

• Organize teams and client troubleshooting sessions, providing both written and verbal summaries.

• Address escalated customer complaints, particularly technical grievances.

• Offer on-call support as needed.

• Mentor junior team members and customer support representatives.

• Update the ticket tracking system with precise status of support issues.

• Create Knowledge Base articles to assist users.

• Troubleshoot simple failures as well as complex multifactor problems.

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

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

⛳️ Requirements

• Must be a US Citizen.

• CJIS certified through an FBI Background check.

• Minimum of 1 year experience providing technical support for cloud-based software or services.

• Possess an ambitious, self-driven, and enthusiastic approach to problem-solving.

• Strong communication skills with clients.

• Ability to de-escalate high-stress situations effectively.

• Proficient in conveying complex technical issues to both technical experts and novices.

• Experience with ticketing systems such as Zendesk, JIRA, Salesforce, or similar.

• Technical degree in Computer Science or equivalent experience of 2+ years.

• Experience with relational databases, preferably MSSQL and PostgreSQL (preferred).

• Experience in administering Windows desktops, servers, and embedded systems (preferred).

• Familiarity with Enterprise SaaS or web-hosted software (preferred).

• Knowledge of streaming/video playback technologies (preferred).

• Experience with GitHub, CI/CD, and software deployment processes (preferred).

🏝️ Benefits

• Flexible Time Off.

• Company-Wide Wellbeing Days.

• Work From Home Reimbursement.

• 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.

• Competitive Salary & Bonuses.

• Employee Resource Groups.

• Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting.