Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 4,500 government organizations and connects more than 220 million people in the largest Citizen Subscriber Network of its kind.

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Technical Support Analyst

London, UK
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Job Description

We are hiring a new Technical Support Analyst to join the UK Granicus team. 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. You'll be a part of a fast-growing, mission-driven company that contributes to helping more people live better lives!

The Customer Support department is the heart of the technology team and has complete access to the company’s product experts and technical resources. We have a positive work environment that offers professional growth which allows our support representatives to progress into new roles within the company, including engineering or other technical teams. Apply today! 

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

·       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

Skills & Requirements

Who You Are:

·       Excellent customer service skills - the ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and  conscientious

·       Proven analytical, technical and problem-solving skills with attention for details

·       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

·       Comfortable in a fast-paced environment, able to manage multiple projects on tight deadlines

·       Ability to work with large amount of information and prioritise tasks

·       Ability to explain technical concepts to non-technical customers or colleagues

·       Willing to learn and knowledge share

·       Take initiative and willing to mentor less technical colleagues

·       Positive attitude and a flexible approach

·       A passion for software and technology

Ideal candidates also have experience with:

·       1+ year experience in a SaaS Technical Support role

·       Basic HTML, CSS and JavaScript

·       Using help desk software (Salesforce.com or other CRM platform preferred)

·       Jira or another software engineering workflow application

·       Experience with third line (development) support and bug fixing

·       Experience with databases and SQL (MySQL and MS SQL)

Additional preferred skills:

·       Development experience, particularly with PHP and JavaScript

·       Knowledge of git and GitHub

·       Experience with Amazon Web Services, especially S3 and SDB services

·       An interest in a career path in development, DevOps 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.

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