Provide high-quality technical support to customers across multiple channels, troubleshooting issues and investigating software behavior.
Learn and apply comprehensive product knowledge across Granicus solutions, and assist in case escalations and mentoring peers.
Participate in 24/7/365 on-call support rotations and collaborate with cross-functional teams to improve product efficiency.
Granicus builds and implements technology that transforms the Govtech industry by bringing governments and constituents together. They have served over 5,500 government agencies and 300 million citizen subscribers, and have been recognized as a top company to work for with a remote-first, inclusive culture.
Resolve customer technical issues effectively through multiple support channels while maintaining professional communication.
Document interactions using a support ticketing system, capturing issue type, status, and resolution.
Meet or exceed performance metrics around productivity, quality, and overall customer experience.
Higher Logic is a leading provider of community and engagement solutions for customer and member-centric organizations since 2007. The company has experienced over 250% growth in 2020 and the Australia-based team has grown significantly since 2018, fostering a demographically and culturally diverse group of dedicated professionals.
Provide outstanding technical support and customer service across multiple channels.
Troubleshoot and resolve customer issues effectively while documenting interactions.
Build positive relationships across teams and meet performance metrics.
Higher Logic provides software solutions that help organizations build engaged communities. The company fosters a culture of collaboration, continuous learning, and exceptional customer service.
Lead and manage Tier 1 and Tier 2 support teams to ensure timely issue resolution.
Champion an AI-first support culture by driving adoption of AI-powered tools for faster, higher-quality customer support.
Monitor support metrics, provide mentorship, and collaborate cross-functionally to drive continuous improvement.
Clearer.io reimagines eCommerce by enhancing search, discovery, and customer engagement through innovative apps. We are a global, collaborative team focused on empowering eCommerce brands to accelerate growth, with a culture built on creativity and transformation.