Technical Support Representative
May 14
Description
• The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. • They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. • They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public. • This person will also work on other programming and documentation projects as required. • The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.
Requirements
• 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.
Benefits
• 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.
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