Granicus

Customer Care Specialist

Granicus

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

PMPServiceNow

About the role

  • Own and manage customer escalations from identification through resolution
  • Serve as a point of escalation for high-impact and executive-level issues
  • Analyze issues to determine root cause and identify appropriate resolution paths
  • Coordinate cross-functional teams (Technical Support, Engineering, Product, Sales, Operations) to drive resolution
  • Ensure escalations are handled in accordance with SLAs, policies, and procedures
  • Assess risk, urgency, and business impact to prioritize escalations appropriately
  • Provide clear, timely, and professional communication to customers and internal stakeholders
  • Participate in incident bridges or war rooms for critical customer situations
  • Escalate internally when needed and provide executive-level summaries and status updates
  • Document escalation details, actions taken, and outcomes in case management systems

Requirements

  • Bachelor’s degree in Information Technology, Engineering, Business, or a related field (or equivalent experience)
  • 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
  • Experience managing high-severity customer issues and escalations
  • Strong knowledge of incident, problem, and escalation management processes
  • Excellent communication, negotiation, and stakeholder management skills
  • Ability to remain calm, organized, and decisive under pressure
  • Experience working with SLAs, KPIs, and customer satisfaction metrics
  • Strong analytical and problem-solving skills
  • Required PMP, PRINCE2, Agile/Scrum, or similar certification
  • ITIL certification or similar service management certification
  • Experience supporting enterprise or strategic customers
  • Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Salesforce)
  • People leadership or matrix leadership experience
Benefits
  • 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
  • Special guests to discuss issues that impact our employee population

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident managementproblem managementescalation managementcustomer satisfaction metricsanalytical skillsproblem-solving skillsrisk assessmentSLA managementKPI managementtechnical support
Soft skills
communication skillsnegotiation skillsstakeholder managementorganizational skillsdecisivenesscalm under pressureleadershipcross-functional collaborationprofessionalismtimeliness
Certifications
PMPPRINCE2AgileScrumITIL