Granicus provides technology that empowers government organizations to create better lives for the people they serve. By offering the industry’s leading cloud-based solutions for communications, meeting and agenda management, and digital services to more than 3,000 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 150 million people, creating a powerful network to enhance government transparency and citizen engagement. By optimizing decision-making processes, Granicus strives to help government realize better outcomes and have a greater impact for the citizens they serve.

As a company, Granicus helps empower some of the most creative people in the world who innovate within complex public sector organizations to make policies more effective and to transform the citizen experience so that everything from road closures to fostering programs are better understood.

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Technical Support Analyst

London, UK
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Job Description

Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company.

As Tech Support Analyst you will be solving 3rd and 2nd line support tickets. You will be liaising with Technical Consultants and making sure all the queries are resolved. Come use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products. Be part of a fast-growing, positive company that contributes to helping more people live better lives!

What You'll Do:

  • Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
  • Maintain and develop expert product knowledge for various Granicus products
  • Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
  • Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
Skills & Requirements

Who You Are:

  • You have previous experience in a SaaS Technical Support role
  • You have excellent customer service skills - the ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and conscientious
  • You have experience with third line (development) support and bug fixing
  • You have proven analytical, technical and problem-solving skills
  • You have the ability to evaluate, troubleshoot and follow-up on customer issues; replicate and document issues for further escalation
  • You have the ability to be organized, professional and (hopefully) quick-witted
  • You are comfortable in a fast-paced environment, work with large amounts of information, able to prioritise tasks and manage multiple projects on tight deadlines
  • You have a positive attitude and a flexible approach
  • You have a passion for software and technology

 

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

Qualifications

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