Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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.

Granicus is looking for a Bilingual French, Technical Support Represeantive for our Canada-based, Cloud-based, software technical support team. This is a Tier 1,Technical Support Representative and is responsible for providing technical assistance and support related on Granicus software applications to customers. A Tier 1 Technical Support Representative is the first point of contact for customers seeking technical assistance and is responsible for resolving customer inquiries and escalating and following up with other internal teams when necessary.

What your impact will look like here

• Respond to customer inquiries via phone, email, or chat to provide technical assistance and support for Granicus applications.
• Resolve customer inquiries by utilizing troubleshooting techniques, providing guidance and instruction on application usage, and identifying and resolving technical problems.
• Document and track customer interactions and resolutions in a ticketing system. Translating complex technical solutions into easy-to-understand knowledge base articles.
• Escalate complex issues to Tier 2 Technical Support Team and work with them to drive cases to completion.
• Maintain up-to-date knowledge of Granicus products, including new product releases and updates.
• Meet or exceed performance metrics such as response time, case closure rate, and customer satisfaction ratings, among others.
• Follow established processes and procedures to ensure consistent and efficient service delivery.
• Provide timely communication to customers regarding the status of their requests and inquiries.

You’ll love this job if you have / can

• 2+ years of experience in a phone or IT-based customer service field (preferred focus on IT or applications support).
• Fluent in French and English. Other languages are considered an asset.
• Strong problem-solving skills. Ability to troubleshoot technical issues and review system logs while seeking to understand root causes and common trends.
• Capable of troubleshooting software applications, including Microsoft Office Suite, Windows, and Mac operating systems.
• Proven experience in technical support or customer service role, with a focus on application support.
• Experience with a ticketing system and customer relationship management (CRM) tools.
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.

Nice to Have

• Experience with Salesforce CRM, Service Cloud, Talkdesk, Confluence and JIRA.
• Understanding of Databases (Oracle and MS SQL) and PL/SQL queries
• Knowledge about web application servers (Tomcat,IIS) and browsers
• Basic HTML, CSS and JavaScript familiarity
• A quiet, distraction free work space within a dedicated office space.
• From a technical perspective, a minimum of High-Speed Internet (10 MGB download / 3MBG upload or better broadband connection speed using a hard-wire ethernet internet connection (no WIFI).

Security Requirement

• 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.

Please note, due to the networks and access this position has, candidates must be able to obtain a Canadian government security clearance at the ‘Secret’ level if selected for this role. Therefore to be considered for this position, candidates must have Canadian Citizenship, 10 years of Canadian residency status, and pass an in-depth, government-sponsored background check. 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.