Technical Support Representative_ CC

The Company

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve-driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Summary:

A Tier 1 Technical Support Representative is responsible for providing technical assistance and support related to Granicus software applications to customers. A Tier 1 Technical Support Representative is the first point of contact for customers seeking technical assistance and is responsible for resolving customer inquiries and escalating and following up with other internal teams when necessary.

You will love this job if you have:

• Respond to customer inquiries via phone, email, or chat to provide technical assistance and support for Granicus applications.
• Resolve customer inquiries by utilizing troubleshooting techniques, providing guidance and instruction on application usage, and identifying and resolving technical problems.
• Document and track customer interactions and resolutions in a ticketing system. Translating complex technical solutions into easy-to-understand knowledge-base articles.
• Escalate complex issues to the Tier 2 Technical Support Team and work with them to drive cases to completion.
• Maintain up-to-date knowledge of Granicus products, including new product releases and updates.
• Meet or exceed performance metrics such as response time, case closure rate, and customer satisfaction ratings, among others.
• Follow established processes and procedures to ensure consistent and efficient service delivery.
• Provide timely communication to customers regarding the status of their requests and inquiries.
• Review and Moderate community contributions as per the Moderation policy.

What your impact will look like here:

• 2+ years of experience in the customer service field with a focus on technology and applications support having:
• Medium to high knowledge of HTML and CSS
• Low to Medium knowledge of Cloud based technologies, including hosting platforms such as AWS & Azure
• Experience working with databases, and the ability to understand system logs
• Medium knowledge of DNS and WAF (Cloudflare, Imperva, Akamai etc)
• Low-Medium knowledge of Networking Protocols (communication and security)
• Advantageous - Prior knowledge working with SaaS products, with a special focus on CMS products
• Able to Troubleshoot audio/video hardware and audio/video signals.
• Able to Work directly with clients on the phone to troubleshoot hardware and cabling at client's location.
• Provide On-call support
• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with Github, CI / CD, software deployment.
• You have experience with installing audio or video systems, including home or auto projects.
• You have experience building and repairing computers.
• You have previous television or video broadcast experience.
• Fluent in English. Other languages are considered an asset.
• Strong problem-solving skills. Ability to troubleshoot technical issues and review system logs while seeking to understand root causes and common trends.
• Experience with troubleshooting software applications, including Microsoft Office Suite, Windows, and Mac operating systems.
• Proven experience in technical support or customer service roles, with a focus on application support.
• Experience with a ticketing system and customer relationship management (CRM) tools.
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.

Nice to Have:

• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of video resolutions, frame rates, and video formats.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
• Experience with live streaming events, gaming or other channel content.
• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence, and JIRA.
• Comp TIA Certification or related certifications.

What You'll Need:

• A quiet, distraction-free workspace within a dedicated office space.
• From a technical perspective, a minimum of High-Speed Internet (10 MGB download / 3MBG upload or better broadband connection speed using a hard-wire ethernet internet connection (no WIFI).