Customer Support Representative

7 days ago

Bengaluru, India Granicus Inc. Full time

Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.
- CustomerSupport Representative (French)
- The Customer Support Representative at Granicus will work as an integral part of Client Experience. This role involves working with clients across a number of sectors and in various locations to provide a high level of support to our clients.
- This job will be a night shift (US/CN) timing. After an initial training period of up to six months, you will be assigned to night shift work. Please consider this when applying.
- **
Responsibility**
- Exceptional verbal and written communication skills - to analyse, interpret and communicate effectively with colleagues and clients.
- **Ability to speak, write and read French (B2/C1 French)**:

- Independently and effectively resolve all queries.
- Redirect technical issues and bugs to our technology team.
- Liaise with the development team to resolve the client’s concerns.
- Proactively and continuously keep our customer and staff in Australia, Canada, United States and United Kingdom informed about open/pending issues.
- Develop a detailed understanding of our platform EngagementHQ.
- Build credibility with customers by empathising with their problem, proactively understand customer needs and solve it promptly.
- Relationships
- The CSE currently reports directly to the Client Support Manager in India.
- Works very closely with the Development Team.
- Collaborates with the Product Team.
- No positions report to the Customer Support Representative.
- Other Details
- This is a **work-from-home position based out of Bangaluru, India**. You will need to have a home-office environment with reliable internet that is both a highly productive work environment and meets OH&S standards.
- This role is permanent full-time; 80 hours per fortnight.
- We work on shifts and though predominantly the shift timing is static, one should be flexible to work on other shifts.
- An attractive salary package is on offer based on your experience level.
- ** Security Requirement**:

- 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.

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