Technical Support Representative

Job description

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 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.

The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. 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 programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

#Canada

What Your Impact Will Look Like Here:

• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
• Validate and identify product bugs and be able to document the expected behaviors for resolution.
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• On-call support
• Help train more junior members/ customer support representatives on our software and processes
• Updating the ticket tracking system to provide an accurate, and current, status of support issues.
• Creating Knowledge Base articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

You will love this job if you have:

• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
• 1-2 years experience providing technical support for cloud-based software or services.
• Able to convey complex technical issues to other experts, as well as technical novices.
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
• Fluent in English and French with written and verbal communication.
• Canadian Citizen with the ability to obtain Secret Clearance.

Good to have but not mandatory if:

• 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 streaming/video playback
• You have experience with Github, CI / CD, software deployment

Security 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.
• Must be willing and able to obtain/maintain a Secret-level security clearance through the Government of Canada. Details regarding the requirements for a Secret-level security clearance can be found on this website: https://www.tpsgc-pwgsc.gc.ca/esc-src/msc-csm/chap4-eng.html#s42

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.