Job Description
Resolve customer care issues and handle escalations from customer cases or customer-facing teams. Drive toward escalated case resolution by identifying and measuring the root cause of customer experience failures. Present findings and recommendations to those who can fix the process or technology causing customer pain. Report on projects, initiatives, and processes. Respond to inquiries from executives and customer-facing teams about escalations. Provide advice to Technical Support regarding escalated cases. Communicate effectively with other departments, research complaints, and find resolutions. Provide detailed root cause analysis to top-level executives. Recognize system and quality concerns contributing to poor customer experiences and communicate them appropriately. Submit coaching feedback and news articles to keep Technical Support updated.
About Granicus
Granicus transforms the Govtech industry by bringing governments and their constituents together.