Technical Support Representative Granicus
If you are searching for a fast-paced environment with a company that seeks to bring citizens closer to government by increasing transparency, this opportunity may be perfect for you. At Granicus, our strategy is simple - we look for great people and empower them to turn their vision into reality.
About the Technical Support Representative Position:
As a member of our technical support representative team, primary responsibilities include network troubleshooting and developing technical solutions for a variety of users around the country. Technical support representative position is at the heart of our customer-focused philosophy, and thus your primary goal will be to provide excellent customer service to all of our clients. Technical Support Representative will also assist with the daily maintenance of a web application and a multi-gigabit video streaming network, in addition to critically analyzing processes and procedures, recommending improvements
Technical Support Representative Responsibilities:
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium for Granicus clients.
Provide training to clients in the use of Granicus systems and applications.
Monitor the health of our clients? solutions using our Proactive Systems Management tools.
Respond to client requests within a maximum of two hours.
Escalate urgent problems requiring more in-depth knowledge to higher tiers.
Maintain/modify web-based documents written in HTML/CSS & Smarty code.
Document procedures taken when identifying/resolving client issues in our Salesforce CRM database.
Provide networking troubleshooting.
Provide superior customer service.
Education and Experience Requirements:
BA/BS in Computer Science or equivalent experience
0-2 years experience in software support field or related area
Knowledge, Skills, and Abilities:
Proven pattern of success in school, work and/or extracurricular activities.
Experience troubleshooting applications/server hardware/networks/Windows 2003 + 2008 OS.
General knowledge of remote access techniques.
Exceptional verbal and written communication skills, including appropriate phone and email etiquette.
Clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust.
Strong organizational skills: the ability to juggle multiple tasks and responsibilities.
SalesForce.com or other CRM experience is a plus.
Ability to work occasional nights and weekends.
Candidates with experience/exposure in the following areas will be given preference:
Training specialist with a focus on technical software.
Windows Server 2003 / 2008 OS.
Basic Networking Troubleshooting.
Basic Apple - MAC Troubleshooting.
Granicus provides award-winning cloud-based technologies for government transparency, legislative efficiency, and citizen engagement. Thousands of agencies use our government cloud platform and product suites to establish meaningful connections with their citizens while reducing operational costs across their organization. Granicus has been recognized the past four years for being one of the fastest growing company private companies in the U.S., San Francisco, and the Silicon Valley by Deloitte LLP, the San Francisco Business Times, and Inc. Magazine. For more information about Granicus visit: Granicus Website Granicus Blog Twitter Facebook LinkedIn
Granicus is an affirmative action and equal opportunity employer. In order to ensure equal employment opportunity for every applicant, hiring decisions will be made without regard to race, religion, sex, sexual orientation, age, national origin, veteran status, or disability. Granicus is firmly committed to a policy and practice of non-discrimination of employment, and Granicus will fully comply with all applicable federal, state, and local statutes of employment.
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