Granicus is hiring for Software Engineer
The job you are looking for is no longer available..- Company Name
- Granicus
- Company Website
- http://granicus.com
- Experience
- 1-2 years
- Job Role
- Technical Support Representative
- Job Type
-
- Fresher
- Experienced
- Job Location
-
- Bengaluru/Bangalore
- Education
-
- BE/BTech
- Branch
-
- IT
- CS
- Job will expire on
- 08 Jul 2024
Eligibility Criteria
- 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.).
Job Description
- 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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