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 Government ExperienceCloud. Granicus works with more than 5,500 government organizations and connects more than 300 million people in the largest Citizen Subscriber Network of its kind.

As a Customer Support Representative, you will be working across a global support team, and support the OpenCities and OpenForms products. Providing best in class customer support to our government clients located in the United States, Australia, and New Zealand. You will proactively support clients via support tickets, phones and the occasional client facing video meeting.

What You Get To Do

• A product expert that champions the capabilities and rich feature set of the OpenCities and OpenForms products
• Provide concise and accurate customer support across support channels, this includes phones, support cases, and client meetings
• Field escalations from clients who require additional support
• Seamlessly manage customer support requests to meet Service Level Agreements (SLAs)
• Effectively collaborate with key internal stakeholders, this includes troubleshooting support requests with Product Developers and System/Network Engineers
• Assist team members with resolving more difficult cases, teach and help others achieve success
• Live and breathe a customer first mindset, address each customer interaction with empathy and grace
• Model excellent customer service communication across customer touch points
• Act as an expert in support team practices and processes
• Assist in creating work schedules and monitoring coverage adherence
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

Who You Are

• A minimum of 1 year experience working in a client-facing technical support role, with experience working for a SaaS company advantageous
• Experienced with support portals such as Zendesk, Salesforce or Jira
• Experience following internal processes and executing escalations
• Excellent internal and external customer service skills
• Technically minded with the ability to quickly problem solve technical problems
• Able to communicate clearly and concisely
• A proven team player that demonstrates empathy, compassion, and resourcefulness. With timeliness, reliability, and flexibility at the core of your teamwork
• An effective collaborator, with experience of cross teamwork to achieve shared goals
• Comfortable in a fast-paced environment, able to manage multiple projects on tight deadlines
• A passion for software and technology
• Able to work from home Monday to Friday

Benefits: At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.

• Flexible Time Off
• Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
• 401(k) plan with matching contribution
• Tuition & Training Reimbursement
• Paid Parental Leave
• Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
• Group legal coverage
• Transit and/or parking supplement for office-based employees
• Free snacks and drinks in our offices
• And more!

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 with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

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