Granicus

Technical Support Representative

Granicus

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Cloud

About the role

  • Autonomously and confidently handle complex customer issues
  • Proactively work directly with customers via email, chat, support tickets, phone calls and virtual face to face meetings to resolve their support query.
  • This includes accurate record keeping in Salesforce across the customer account, support ticket, phone call or meeting and On - Call support.
  • Become a subject matter expert on the Products you support
  • Effectively collaborate with key internal teams spanning Technical Support, Engineering, Product and Service Delivery
  • Work directly with clients to understand issues, document in a case, and work towards resolution.
  • Adherence to our Service Level Agreements (SLAs), this includes customer response times, triaging of high severity issues, timely resolution of issues.
  • Serve as an escalation point for key internal teams such as Customer Success, Sales, Product & Engineering and Management
  • Complete ownership of technical issues as you collaborate with Product and Engineering teams to resolve more advanced issues
  • Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
  • Adherence to rotational / fixed shifts and On - Call support.
  • Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Requirements

  • Minimum 2 years’ experience providing technical support for cloud-based software and services.
  • Ability to convey complex technical issues to technical novices as well as other experts.
  • Medium knowledge of Networking Protocols.
  • LAN and WAN infrastructure.
  • Low-Medium knowledge of HTML, CSS, databases.
  • You’ve used ticketing systems such as Zendesk, JIRA, Wrike, Salesforce or others.
  • Knowledge of computer hardware and software, operating systems, and common software applications.
  • Experience in building your own PCs.
  • Experience with live streaming.
  • Gaming, Twitch, YouTube or streaming to other channel content channels.
  • Knowledge of video resolutions, frame rates, video formats and experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
  • Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
  • Strong client communication skills, exhibiting patience and grace in high stress situations.
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.

Applicant Tracking System Keywords

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

Hard skills
technical supportcloud-based softwarenetworking protocolsLAN infrastructureWAN infrastructureHTMLCSSdatabasesaudiovisual systems troubleshootingbroadcast video hardware
Soft skills
customer issue resolutioneffective collaborationclient communicationpatiencegrace under stressproblem-solvingownership of technical issuesescalation managementrecord keepingadherence to SLAs