Role 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. 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. - Obtain and retain product knowledge for a wide variety of Granicus products - Assist Leadership team in daily duties including but not limited to: - Phone queue availability - Daily inbound queue monitoring - Case assignments - Provide assistance in case escalations from TS team to management - Assist team members in more difficult cases - Monitor TSR cases as per the Quality Control Process - 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 Qualifications - 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. 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. Benefits - Flexible Time Off – Take the time you need to rest, recharge, and live your life. - Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. - Work From Home Reimbursement – Support a productive home office environment. - Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family. - On-Demand Mental Health Support – Access to Headspace and other wellness tools. - Pension Plan and Retirement options - Online Learning Platforms – Fuel your professional development. - Competitive Salary & Bonuses – Your contributions are valued and rewarded.

• Act as the first point of contact for customer support, handling ticket triage and routing • Create and manage Workday user accounts, including username and password setup • Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation) • Generate and analyze OSV reports for auditing customer tenant access • Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues • Support internal customer security administration for support and services teams • Follow security policies and standard operating procedures, including login and password communications • Identify and resolve data or configuration issues; investigate trends and anomalies • Suggest and implement improvements to better support customers and internal processes • Collaborate with cross-functional teams to meet customer expectations • Maintain professional communication and adhere to case management guidelines • Participate in team activities and contribute positively to team culture • Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables • Demonstrate adaptability in managing shifting priorities and workloads

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences. • Own customer technical issues end-to-end, from initial report through to resolution. • Provide timely, clear progress updates to internal teams and customers throughout the resolution process. • Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content. • Review and elevate content created by team members to maintain quality standards. • Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability. • Provide strategic input to inform development infrastructure, technical processes, and the product roadmap. • Proactively manage support activities and escalations for assigned enterprise accounts. • Facilitate and lead effective client meetings focused on support activities and outcomes.

• Understand customer workflows and position the right Adobe Video solutions to maximize value and adoption. • Identify upselling opportunities (e.g., feature upgrades, plan optimizations, or new product recommendations) based on customer needs and usage trends. • Communicate product benefits clearly to influence buying decisions and drive long-term customer retention. • Guide customers through video workflows, best practices, and new feature enhancements to ensure platform stickiness. • Deliver a high-quality first-contact experience by resolving technical and non-technical customer issues across voice and chat. • Troubleshoot across Windows and Mac systems to support Video products efficiently. • Collaborate with product teams by reporting top issues, product gaps, and customer pain points. • Provide accurate documentation of all interactions to maintain seamless customer history. • Demonstrate accountability by following through on cases and ensuring timely resolution. • Interpret customer sentiment and turn challenging interactions into positive outcomes. • Educate customers on best workflows, integrations, and value-driven use cases. • Analyze customer insights, usage metrics, and case patterns to derive actionable insights.