Job Summary:

A Customer Support Representative is an essential member of the Customer Support team, who is responsible for helping our clients maximize their use of Granicus products. They respond to incoming customer request that may involve trouble-shooting a complex technical issue or providing information about industry best practices.                   

Essential Functions:

• Provide quality product and technical solutions via online support tools and telephone 
• Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
• Maintain and develop expert product knowledge for various products
• Managed assigned cases to meet service levels including documentation of client contact and related activities allowing accurate reporting and identification of trends
• Appropriately escalate requests to various teams, ensuring that all stakeholders are updated and engaged
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
• Meet or exceed established Key Performance Indicators
• Identify possible improvements related to work processes and tools.
• Weekend On-call support
• Other duties as assigned

Skills & Requirements

Qualifications:

• Software as a Service (SaaS) support experience
• Proven analytical, technical and problem-solving skills
• Experience troubleshooting applications/server hardware/networks/Windows 2008/2012 OS
• General knowledge of remote access techniques
• Exceptional oral and written communication skills, tailored to audiences with various technical skills and abilities
• Aptitude for multi-tasking and prioritizing business critical issues
• Experience with help desk software (Salesforce.com or other CRM platform preferred)
• Strong attention to detail
• Positive attitude and a flexible approach
• Four-year degree in related field or equivalent business / technical experience preferred
• Comfortable in a fast-paced environment, able to manage multiple projects on tight deadlines
• Candidates with experience/exposure in the following areas will be given preference:
  • Training specialist with a focus on technical software.
  • Audio/Video background.
  • Windows Server 2008 / 2012 OS.
  • Basic Networking Troubleshooting.
  • Basic Apple - MAC Troubleshooting.

Examples of Likely Performance Metrics

• Meet or exceed established Key Performance Indicators
• Expert product knowledge
• Customer Satisfaction
• Job Performance

Granicus is committed to providing equal employment opportunities without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or veteran status