Senior Technical Support Representative
Granicus
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇷 Puerto Rico
Visit company websiteJob Level
Senior
Tech Stack
TypeScript
About the role
- Work in the heart of the technology team with complete access to the company’s product experts and technical resources.
- Use state-of-the-art technology tools and unique problem-solving skills to help customers maximize their use of Granicus’ suite of products.
- Develop and maintain expertise in various Granicus products.
- Assist customers in utilizing the products efficiently and effectively to achieve their goals.
Requirements
- Obtain and retain product knowledge for a wide variety of Granicus products
- Assist Leadership team in daily duties including but not limited to: Phone queue availability, daily inbound queue monitoring, case assignments
- Provide assistance in case escalations from TS team to management
- Assist team members in more difficult cases
- Monitor TSR cases as per the Quality Control Process.
- Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
- 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 Granicus products
- Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
- Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
- Contribute to 24/7/365 on-call support.
Benefits
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Private health, vision, dental and life insurance – 100% Employer-Paid.
- Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Pension Plan and Retirement options.
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtest scenario creationsoftware issue investigationproduct knowledgecase management
Soft skills
problem-solvingteamworkcollaborationcustomer experience managementcommunication