Granicus LLC
Denver, CO

Lead Customer Support Team Representative

| Greater Denver Area
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The Customer Support Lead will work with clients, team members and management to ensure continued success and growth in supporting our customers, internally and externally. The position is a crucial role for development of Support Representatives skills, coordination of company and departmental goals, evaluation of cases, training and identification of case volume trends. The Support Lead will be the first point of escalation from their team members, assisting clients in any escalation cases and providing clear understanding to management and/or other departments. The position will consist of the following, along with standard support responsibilities of individual case management. 

What You'll Do:

  • Assist clients with cases and escalations ensuring SLA's are maintained
  • Provide prompt assistance/training of team members
  • Train new Cohorts as they are onboarded into Support
  • Bi-Weekly, weekly or as needed case review with team members
  • Monthly "one-on-one" with each member of the module team assigned, to discuss career growth and paths to help achieve those goals
  • Identifying tasks that can be delegated to team members which fit their personal or business growth path
  • Being the voice of the clients and internal team, ensuring that issues and requests are escalated accordingly and clearly
  • Deliver advanced training on a monthly basis to continue internal growth of team members
  • Assist management with tasks such as case trend evaluations, reporting, daily numbers and insights, client reviews and other duties as assigned
  • Close communication with team members to identify at-risk clients, advance contact of these clients and working with other departments until client satisfaction is reached
  • Collaborate with TSE, CSC and Development team as needed to resolve client issues ad hoc
  • Other job duties as assigned

Who You Are:

  • Ability to be highly responsive in a fast paced environment
  • Maintain calm and collective demeanor
  • Strong interpersonal/communication skills
  • Proven organizational/time management skills
  • Ability to train in an individual as well as group settings
  • "Client Focused" approach to all tasks
  • Attention to detail

*Starting rate may vary by experience and/or location*


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Where we are

1999 Broadway is located in-between Denver’s Downtown and Uptown neighborhoods. Granicus occupies the 36 and 37 floors of the building.

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • SalesforceCRM
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What are Granicus LLC Perks + Benefits

Granicus LLC Benefits Overview

Flexible Time off
Fully stocked kitchen
Commuter benefits
Parking allowance
401 K Match

Culture
Volunteer in local community
Granicus has a dedicated impact team called Givicus that organizes different volunteer opportunities for our teams. We recently completed a book drive, food drive and a day at Habitat for Humanity.
Partners with Nonprofits
Granicus partners with Habitat for Humanity, DayMaker, and Hour of Code to help the communities that we serve.
Eat lunch together
Intracompany committees
Granicus has various impact teams for fun activities, volunteering and uniting the 3 main offices!
Daily sync
Open door policy
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Women at Granicus ERG, Black Leadership Group, Givicus is our philanthropy based community service group.
Hiring Practices that Promote Diversity
Unconscious Bias training is mandatory for all hiring managers. Extensive interview training for all interview panel members
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Up to $250 per year fitness allowance.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Access to LinkedIn Learning, Tree house and safari books.

Granicus Careers In Denver
25

All Jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Project Mgmt
Sales
Content
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