![Granicus](https://media.trabajo.org/img/noimg.jpg)
Technical Support Representative I
1 month ago
What your impact will look like here:
Field complex/escalated issues for high value or critical clients Work directly with clients to understand issues, document in a case, and work towards resolution. Uphold SLA’s regarding responsiveness on individual cases. Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team. Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary. Validate and identify product bugs and be able to document the expected behaviors for resolution. Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps. Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention. On-call support Help train more junior members/ customer support representatives on our software and processes Updating the ticket tracking system to provide an accurate, and current, status of support issues. Creating Knowledge Base articles to expand the knowledge for handling support issues. Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.
You will love this job if you have:
Ambitious, self-driven and an enthusiastic approach to problem-solving. Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution. 1-2 years experience providing technical support for cloud-based software or services. Able to convey complex technical issues to other experts, as well as technical novices. You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other. You have a technical degree in Computer Science or equivalent experience (2+ yrs.). Good-to-have: You have relational database experience (MSSQL & PostgreSQL preferred). You have experience with administering windows desktops, servers and embedded systems You have enterprise SaaS or web-hosted software knowledge. You have experience with streaming/video playback You have experience with Github, CI / CD, software deployment. The Team We area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The Culture At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include – - 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. - Embracing diversity & fostering a culture of ideation, collaboration & meritocracy- We bring in special guests from time to time to discuss issues that impact our employee population The Company Serving the People Who Serve the PeopleGranicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the , , Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.Want to know more? See more of what we do . The Impact We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact . The Process - Assessment – Take a quick assessment.- Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.- Coding – Take a quick coding test online.- Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team Learn more and share more.- Reference checks – Provide 2 references so we can hear about your awesomeness.- Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.- Written offer – Sign a formal letter and get excited because we sure are Benefits at Granicus India Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes – - Hospitalization Insurance Policy covering employees and their family members including parents- All employees are covered under Personal Accident Insurance & Term Life Insurance policy- All employees can avail annual health check facility - Eligible for reimbursement of telephone and internet expenses - Wellness Allowance to avail health club memberships and/or access to physical fitness centres- Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter- Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 - Access to learning management system Say., Udemy Learning Premium account membership & many more- Access to Rewards & recognition portal and quarterly recognition program Security and Privacy Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
We have other current jobs related to this field that you can find below
-
Senior Engineer
4 weeks ago
bangalore, India Celeros Flow Technology Full time1.0 Job Summary Responsible for undertaking controls & instrumentation (C&I) engineering activities across OE, A/Market and Development. Providing Technical support on tender enquiries. As a Senior C&I engineer, your primary duty is to undertake a defined range of engineering activities in line with all relevant processes and quality requirements. You...
-
Support Specialist I, Customer Support
4 weeks ago
bangalore, India Livestream Full timeAt Vimeo, we seek passionate individuals ready to elevate customer experiences. As a Support Specialist I, you will be the frontline liaison, ensuring that our customers receive timely and empathetic support. What you'll do: Efficiently handle a variety of customer queries, prioritizing quick resolutions at the first touchpoint. Rotate through...
-
Customer Service Representative I
3 weeks ago
bangalore, India Mouser Electronics Full timeTitle: Customer Service Representative ILocation: India The Customer Service Representative is responsible for providing service excellence to customers by processing orders, quotes and assisting with all other customer needs, to provide optimal customer experience, and supporting customer service initiatives. ACCOUNTABILITIES & ESSENTIAL FUNCTIONS ...
-
Technical Support Representative
4 weeks ago
bangalore, India Teva Pharmaceuticals Full timeWho we are Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic...
-
Technical Support Representative
3 months ago
bangalore, India GLYMPSE Human Capital Services Full timeWalk customers through the process of installing the software on their machines and starting up the program for the first time Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem Send technical documentation to customers who have lost or misplaced theirs Refer difficult cases to a...
-
Customer Support Representative
3 months ago
bangalore, India Choosy Ride Full timeWe are seeking a customer support representative that excels in meeting customers' expectations, from answering questions on products and services to processing orders. You should assist in investigating issues that arise and resolving conflicts from customer complaints to ensure customer satisfaction. To be successful as a customer support representative,...
-
Technical Support Engineer
3 weeks ago
bangalore, India Lenovo Full timeDescription and Requirements Junior Service Desk Engineer (I) Job Responsibilities Understanding of the use of common office applications desktop operation and maintenance, in English by telephone, e-mail, online communication and other work to provide IT technical support and services to users, the content includes not limited to: 1....
-
Customer Support Executive
1 week ago
bangalore, India I - NET SECURE LABS PRIVATE LIMITED Full timeCustomer Support Executive Vacant : 7 Positions Work Location : Dooravani Nagar, Bangalore & Arumbakkam, Chennai Responsibilities : Query handling, Solving technical & non-technical issues, Database Management.... Experience : 0 - 1 Year Salary : 15 K - 25 K Responsibilities Understanding the products and services provided by the company. Preparing company...
-
Technical Support Representative
4 weeks ago
bangalore, India PTW Full time· Responding promptly to customer queries in a timely and accurate manner via email and/or live chat. · Acknowledging and resolving customer complaints & technical problems by determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution. · Explain and guide customers...
-
Technical Support Manager
3 months ago
bangalore, India Corporate Resources Full timeJob Description We are looking for an intellectually curious, customer centric Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed As a Product or Technical Support...
-
Software Engineer I
4 weeks ago
Bangalore, India Danaher Full timeChromatography, the science of separation, affects the lives of almost everyone. Phenomenexâs chromatography products advance the future of scientific analysis and investigation, ensuring the quality of essentials like your food, water, shampoo, and even cold medication. We strive to provide the best tools and resources possible to help scientists...
-
Service Support Representative
2 weeks ago
bangalore, India Unisys Full timeDesignation- Service Support RepresentativeEligible Streams- Any degree – BA, BCom, BSC, BCA, BBM etc ..Interview Round- Round One- Communication interview, Round Two- Panel Interview, Round Three- HR DiscussionJob Description-Who we are:Unisys is a global information technology company that builds high-performance, security-centric solutions for the...
-
Bengaluru/ Bangalore, India timesjobs Full timeTechnical Support Representative (French) - Night shift BengaluruProfessional Services Support /Full Time/ RemoteThe CompanyServing the People Who Serve the PeopleGranicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are...
-
Software Engineer I
4 weeks ago
Bangalore, India Danaher Full timeChromatography, the science of separation, affects the lives of almost everyone. Phenomenexâs chromatography products advance the future of scientific analysis and investigation, ensuring the quality of essentials like your food, water, shampoo, and even cold medication. We strive to provide the best tools and resources possible to help scientists...
-
VMWare Systems Engineer I
4 weeks ago
bangalore, India DISH Network Full timeCompany Summary DISH Network Technologies, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network.Today,...
-
Technical Support Analyst
4 weeks ago
bangalore, India Ziniosedge Full timeJob Description: A Community Support Specialist at Microsoft is an exciting and challenging role in the resolution with complex, slightly technical, and escalated support incidents related to supporting customer experience efforts. This role will be an awesome opportunity to learn and enhance your technical knowledge by troubleshooting various...
-
Technical Support Representative
4 weeks ago
bangalore, India Granicus Full timeThe Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our...
-
Technical & Presales Support
1 week ago
bangalore, India TRIJIT TECHNOLOGIES PVT. LTD. Full timeJob Title: Technical & Presales Support Experience Required: 2 to 5 years of experience Location: Bangalore o Qualification - MBA / BE in CS / IT with any specialization o Experience: 2-5years Working with Sales Team to develop and implement specific produce account specific Cloud and Datacenter Solutions. Presenting the design and value of...
-
Associate-Technical Support
2 weeks ago
bangalore, India Tesco Full timeJob DescriptionAccountable for probing; triaging; dispatching job to the right man with the right skills using necessary tool either via phone or emailsIn this job; I am accountable for:- Following our Business Code of Conduct and always acting with integrity and due diligence- Identifying operational improvement and finding solutions by applying CI tools...
-
Technical Analyst 1-Support
4 weeks ago
bangalore, India Oracle Full timeAs a Technical solution Analyst I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers....