Technical Support Representative

4 weeks ago

Bengaluru, India Granicus Full time
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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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 . 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.

Job Description

The Technical 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 Canada 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 (C1 French) · Be the first point of contact for all inbound email and chat queries from our customers. · 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.

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.

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.

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