Technical Support Representative

The Technical Support Tier 2 is a detective whose knowledge of relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public.

This person will also work on other scripting and documentation projects as required. The Technical Support Tier 2 team partners with the Technical Support Tier 1 team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

#India

• Minimum 2 years’ experience providing technical support for cloud-based software and services.
• Ability to convey complex technical issues to technical novices as well as other experts.
• Low-Medium knowledge of HTML, CSS, databases.
• You’ve used ticketing systems such as Zendesk, JIRA, Wrike, Salesforce or others.
• Strong client communication skills, exhibiting patience and grace in high stress situations.
• Highly autonomous, self-driven and curious with the ability to work independently or in a team environment.
• Hold a Technical degree in Computer Science
• Relational database experience (MSSQL & PostgreSQL preferred)
• Experience with administering servers and embedded systems
• Knowledge of SaaS or web-hosted software.

• Autonomously and confidently handle complex customer issues
• Proactively work directly with customers via email, chat, support tickets, phone calls and virtual face to face meetings to resolve their support query. This includes accurate record keeping in Salesforce across the customer account, support ticket, phone call or meeting and On - Call support. Become a subject matter expert on the Products you support
• Effectively collaborate with key internal teams spanning Technical Support, Engineering, Product and Service Delivery
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Adherence to our Service Level Agreements (SLAs), this includes customer response times, triaging of high severity issues, timely resolution of issues.
• Serve as an escalation point for key internal teams such as Customer Success, Sales, Product & Engineering and Management
• Complete ownership of technical issues as you collaborate with Product and Engineering teams to resolve more advanced issues
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• Adherence to rotational / fixed shifts and On - Call support.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

The Team

We area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

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The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include –

-        Employee Resource Groups to encourage diverse voices

-        Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work life balance and current affairs.

-        Embracing diversity & fostering a culture of ideation, collaboration & meritocracy

-        We bring in special guests from time to time to discuss issues that impact our employee population

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with 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 power an unmatched Subscriber Network that use 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.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

The Process

-        Assessment – Take a quick assessment.

-        Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.

-        Coding – Take a quick coding test online.

-        Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.

-        Reference checks – Provide 2 references so we can hear about your awesomeness.

-        Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.

-        Written offer – Sign a formal letter and get excited because we sure are!

Benefits at Granicus India

Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –

-        Hospitalization Insurance Policy covering employees and their family members including parents

-        All employees are covered under Personal Accident Insurance & Term Life Insurance policy

-        All employees can avail annual health check facility 

-        Eligible for reimbursement of telephone and internet expenses

-        Wellness Allowance to avail health club memberships and/or access to physical fitness centers

-        Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter

-        Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 

-        Access to learning management system Say., Udemy Learning Premium account membership & many more

-        Access to Rewards & recognition portal and quarterly recognition program

Security and Privacy Requirements

-        Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-        Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law. 

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