Technical Support Representative (French) - Night shift

Job Description

• The Technical Support Representative at Granicus will work as an integral part of Client Experience. This role involves working with clients across a number of sectors and in various locations to provide a high level of support to our clients.
• This job will be a night shift Canada timing. After an initial training period of up to six months, you will be assigned to night shift work. Please consider this when applying.

Responsibility

• Exceptional verbal and written communication skills – to analyse, interpret and communicate effectively with colleagues and clients.
• Ability to speak, write and read French (C1 French)
• Be the first point of contact for all inbound email and chat queries from our customers.
• Independently and effectively resolve all queries.
• Redirect technical issues and bugs to our technology team.
• Liaise with the development team to resolve the client’s concerns.
• Proactively and continuously keep our customer and staff in Australia, Canada, United States and United Kingdom informed about open/pending issues.
• Develop a detailed understanding of our platform EngagementHQ.
• Build credibility with customers by empathising with their problem, proactively understand customer needs and solve it promptly.

Relationships

• The CSE currently reports directly to the Client Support Manager in India.
• Works very closely with the Development Team.
• Collaborates with the Product Team.

Other details

• This is a work-from-home position based out of Bangaluru, India. You will need to have a home-office environment with reliable internet that is both a highly productive work environment and meets OH&S standards.
• This role is permanent full-time; 80 hours per fortnight.
• We work on shifts and though predominantly the shift timing is static, one should be flexible to work on other shifts.

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.

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!

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.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

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.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee population

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.

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.