Answer incoming calls and coordinate support tickets to ensure client satisfaction.
Triage tickets accurately and adhere to Standard Operating Procedures.
Audit and close completed tickets while performing follow-ups on client requests.
Intelligent Technical Solutions (ITS) provides managed IT services to clients, handling technical support and service coordination. They emphasize a strong cultural fit and core values, with a team oriented around customer service and operational efficiency.
Provide first-level technical support via ticketing, email, and phone during night shifts.
Monitor systems and perform preventive maintenance to ensure availability and reliability.
Escalate complex issues to second and third-level teams while maintaining clear communication.
The company provides managed IT services and technical support for customer environments. It maintains a collaborative culture with a proactive approach to system monitoring and incident management.
Field complex and escalated technical issues for high-value clients.
Work directly with clients to resolve issues and maintain SLAs.
Serve as escalation point and product expert for support reps.
Granicus builds technology that transforms the Govtech industry, connecting governments with constituents. With 5,500+ government agencies and 300M+ citizen subscribers, they are recognized on GovTech 100 and BuiltIn's best places to work.