Customer Support Representative

Granicus; Saint Paul (MN); On-site; USD 50,000 - 70,000; Full time

Job summary

Granicus in Saint Paul, Minnesota, is looking for a customer service professional to support and enhance client interactions using their products. You'll leverage your technical skills to troubleshoot issues and manage customer requests effectively.

The ideal candidate possesses excellent communication skills, a passion for web-based software, and experience with technical troubleshooting in a SaaS environment. If you’re looking to contribute to a growing company focused on improving lives, this could be your opportunity.

Qualifications

• Empathetic, accurate, and resourceful in customer service.
• Ability to communicate clearly and evaluate customer issues.
• Experience with HTML, CSS, and Photoshop.

Responsibilities

• Assist customers in utilizing products and services.
• Troubleshoot bugs and create test scenarios.
• Manage customer request tickets to meet SLAs.
• Support across multiple functional teams.

Skills

Excellent customer service skills

Communication skills

Troubleshooting skills

Organizational skills

HTML

CSS

Photoshop

SaaS support

Digital communications

Jira

Digital Design

Job description

Job Description

• Spend time with great customers helping them realize their goals utilizing our products and services
• Use your technical skills to troubleshoot bugs, create test scenarios and investigate software issues based on customer product use
• Be an expert in GovDelivery product knowledge.
• Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
• Work collaboratively across multiple functional teams to continually innovate, enhance efficiencies while
• Contribute to 24/7/365 on-call support
• Be part of a fast-growing, positive company that contributes to helping more people live better lives

Qualifications

• Excellent customer service skills - the ability to be empathetic, accurate, compassionate, resourceful and conscientious
• The ability to communicate clearly and concisely
• The ability to evaluate, troubleshoot and follow-up on customer issues; replicate and document issues for further escalation
• The ability to be organized, professional and (hopefully) quick-witted
• A passion for social media or web-based software
• A true appreciation for easy to use, intuitive software
• HTML, CSS, Photoshop
• Software as a Service (SaaS) support
• Digital communications
• Jira or another software engineering workflow application
• Digital Design

Granicus is committed to providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

All your information will be kept confidential according to EEO guidelines.