This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join Us as a Technical Support Advisor! Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced call center environment, solving technical problems and guiding customers through their challenges? If you have a love for customer service and a knack for technology, we want you on our team! - Customer Service Excellence: - Handle customer inquiries via phone, delivering tailored solutions to technical issues. - Communicate clearly and effectively, both verbally and in writing, ensuring each interaction exceeds expectations. - Technical Support & Troubleshooting: - Diagnose, troubleshoot, and resolve issues related to iOS, macOS, smartphones, tablets, or PCs. - Use multiple systems to research and deliver efficient, real-time solutions. - Adaptability in Communication: - Connect with a diverse range of customers by adjusting your communication style to meet their needs. - Recognize and respond to verbal and non-verbal cues to provide an enhanced support experience. - Team Collaboration: - Collaborate with fellow advisors to share expertise, solve problems, and achieve team goals. Qualifications - Experience in customer-facing roles, such as in a call center or support environment (volunteer or academic experience counts too!). - A solid understanding of iOS, macOS, smartphones, tablets, or PCs—and a passion for troubleshooting. - Stay professional and composed in high-pressure situations, even when faced with criticism or setbacks. - Open to feedback and coaching, with a drive to continuously improve and excel. Requirements - Proven experience in customer support or technical assistance, ideally in a call center setting. - Strong verbal and written communication skills. - Problem-solving abilities with a flexible, adaptable approach to challenges. - Confidence in navigating multiple software tools and systems to resolve issues. - A self-motivated attitude with effective time management skills. Benefits - Competitive Pay: $17.31 per hour, with opportunities for performance-based incentives. - Comprehensive Benefits: Full health insurance package, including medical, dental, and vision coverage. - Cell Phone Perks: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Training and Growth: Paid training to set you up for success. - Career advancement opportunities with a globally renowned leader in technology innovation. - Referral Bonuses: Earn ongoing bonuses for referring new employees through our Referral for Life Program. - Supportive, Inclusive Environment: Thrive in a dynamic virtual work environment with a team that’s dedicated to your success. - Enjoy a culture that values diversity—we are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans. Remote Work Requirements - Private Workspace: A quiet, dedicated workspace with no distractions. - Ergonomics: A comfortable desk setup with all necessary equipment. - Internet: A reliable internet connection with a minimum of 20 Mbps download and 10 Mbps upload speed. - Ethernet Connection: Must be hardwired; Wi-Fi is not acceptable. Why You’ll Love Working Here At VXI, we value your contributions and commitment. Joining us means becoming part of a supportive, innovative team that champions continuous learning and career development. Whether you’re driven by curiosity, passion, or technical expertise, you’ll find the perfect space to grow and succeed with us. Ready to Take the Next Step? Apply today to become a Technical Support Advisor and help us create extraordinary customer experiences! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides valuable insight for solving problems. - Field complex/escalated issues for high value or critical clients - Work directly with clients to understand issues, document in a case, and work towards resolution - Uphold SLA’s regarding responsiveness on individual cases - Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team - Take ownership of technical issues and work with Engineering and product groups to resolve more advanced issues when necessary - Validate and identify product bugs and document the expected behaviors for resolution - Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps - Resolve escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention - Provide on-call support - Help train more junior members/customer support representatives on our software and processes - Update the ticket tracking system to provide an accurate, and current, status of support issues - Create Knowledge Base articles to expand the knowledge for handling support issues - Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems Qualifications - Ambitious, self-driven and an enthusiastic approach to problem-solving - Strong client communication skills, exhibits patience and grace in high stress situations to de-escalate to chart a path towards resolution - 1 year experience providing technical support for cloud-based software or services - Able to convey complex technical issues to other experts, as well as technical novices - Experience with ticketing systems such as Zendesk, JIRA, Salesforce or other - Technical degree in Computer Science or equivalent experience (2+ yrs.) Requirements - Relational database experience (MSSQL & PostgreSQL preferred) - Experience with administering windows desktops, servers and embedded systems - Enterprise SaaS or web-hosted software knowledge - Experience with streaming/video playback - Experience with Github, CI/CD, software deployment Company Description 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. - Consistently appeared on the GovTech 100 list over the past 5 years - Recognized as one of the best companies to work on BuiltIn - Served 5,500 federal, state, and local government agencies - More than 300 million citizen subscribers - Empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing support as a Senior-CCO Support, fully versed in all contact center specialties. - Assist current employees with product, order, and technical issues as the first point of contact for questions. - Handle first level escalations and special needs customers, passing high-level escalations to next level support or Supervisor as necessary. - Follow escalations through to resolution and provide final follow-up to customers. - Gather information and work with Regulatory on all PSC Complaint responses. - Supplement formal HR training with initial and continuous on-the-job training to agents. - Monitor internal problem orders/customers by working with other departments to ensure progress in resolving issues. - Identify and report to Supervisors any emerging trends or gaps in training, communication, and team needs. - Monitor and reply to social media and customer email boxes. Qualifications - 1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services. - 6+ months of experience in a CRM. - 6+ months of experience in handling escalated situations. - Must follow the TDS attendance guidelines to meet business needs. - Ability to travel as business needs dictate. - Experience working with escalated customer issues and problem resolution. - Understanding of the telecommunication and/or cable industry. - Understanding of telecommunication and/or cable products and services. - Excellent interpersonal communication skills (i.e., verbal, written, listening). - High-level sales skills support. - Problem-solving skills (i.e., customer complaints, business office issues). - Customer-focused problem-solving skills. - Ability to work 1st/2nd Shift hours. - Ability to work overtime, per needs of the business. Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. - Medical Coverage - Dental Coverage - Vision Coverage - Life Insurance - 401(k) Plan - Generous Vacation & Paid Sick Leave - Seven Paid National Holidays & One Floating Holiday - Paid Parental Leave (6 weeks after 12 months of employment) - Adoption & Surrogacy Assistance - Employee Assistance & Wellness Programs - Short-Term & Long-Term Disability (for associates working 30 or more hours per week) - TDS Service Discounts (for associates working 30 or more hours per week) - Education Assistance (for associates working 30 or more hours per week) - Paid Volunteer Time (for associates working 30 or more hours per week)

• Help develop Customer Support processes for a rapidly growing organization and team • Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner • Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary • Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary • Provide feedback and analysis to our internal product development team on enhancements & improvements for the product • Help develop regular website/application, adoption, usage, and customer support metrics & analytics • Help manage our internal Knowledge Base & Production documentation collateral • Identify and suggest process improvements to improve customer experience