Senior Technical Support Specialist

Job Summary

Focused on delivering exceptional customer experiences, the full-time Senior Technical Support Specialist will assist clients with product knowledge, manage case escalations, and ensure adherence to service level agreements while working remotely.

Key responsibilities

• Obtain and retain comprehensive knowledge of Granicus products to assist customers effectively
• Monitor and manage customer request tickets to meet service level agreements (SLAs)
• Provide support in case escalations and assist team members with complex issues

Required qualifications

• Experience in a technical support role or similar customer service environment
• Strong technical skills for troubleshooting and investigating software issues
• Ability to work collaboratively across teams to enhance product efficiency
• Commitment to maintaining data privacy and information security standards
• Willingness to participate in 24/7 on-call support as needed