Senior Technical Support Representative

The 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 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 U.S., U.K., 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 here. What Your Impact Will Look Like: - Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company. - Come use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products. You Will Love This Job If You Have: - 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 - Be part of a fast-growing, positive company that contributes to helping more people live better lives About Us: Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit 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. The Team - We are a remote-first company with a 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. - Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. - We bring in special guests from time to time to discuss issues that impact our employee population 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 here. The Benefits: At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance. Here’s what you can expect as a India-based team member: Flexibility & Balance - Paid 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. Health & Wellness - Private healthcare benefits - Comprehensive coverage for you and your family. - On-Demand Mental Health Support – Access to Headspace and other wellness tools. - Fitness Reimbursement & Cycle Program – Stay active, your way. - Critical Illness and Life Insurance Benefits Family & Future - Paid Parental Leave - For both birthing and non-birthing parents. - Pension plan with employer contributions Growth & Recognition - Online Learning Platforms – Fuel your professional development. - Competitive Salary & Bonuses – Your contributions are valued and rewarded.