Trilingual (English, Spanish & French) Technical Support Representative

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Ce poste implique un travail de nuit selon l'horaire canadien. Après une période de formation initiale pouvant aller jusqu'à six mois, vous serez affecté(e) au service de nuit. Veuillez en tenir compte lors de postuler.

• Excellentes compétences en communication orale et écrite – pour analyser, interpréter et communiquer efficacement avec les collègues et les clients.
• Maîtrise du français à l'oral et à l'écrit (niveau C1)
• Être le premier point de contact pour toutes les demandes reçues par e-mail et par chat des clients.
• Traiter toutes les demandes de manière autonome et efficace.
• Transmettre les problèmes techniques et les bugs à notre équipe technique.
• Assurer la liaison avec l'équipe de développeurs afin de résoudre les préoccupations des clients.
• Tenir informés de manière proactive et continue nos clients et notre personnel en Australie, au Canada, aux États-Unis et au Royaume-Uni des problèmes en cours ou en attente de résolution.
• Acquérir une compréhension approfondie de notre plateforme EngagementHQ.
• Gagner la confiance des clients en faisant preuve d'empathie face à leurs problèmes, en anticipant leurs besoins et en y répondant rapidement.

Interactions clés :

• Le responsable du support (CSE) est actuellement sous la responsabilité directe du Manager du Support en Inde.
• Il travaille en étroite collaboration avec l'équipe de développement.
• Il collabore avec l'équipe produit.

Modalités du poste

• Il s'agit d'un poste en télétravail basé à Bangalore, en Inde. Vous devrez disposer d'un espace de travail à domicile doté d'une connexion Internet fiable, qui soit à la fois un environnement de travail performant et conforme aux normes de santé et de sécurité au travail.
• Il s'agit d'un poste permanent à temps plein ; 80 heures par quinzaine.
• Nous travaillons par roulement et, bien que les horaires soient généralement fixes, il est nécessaire de faire preuve de flexibilité pour assurer d'autres horaires.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.