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FundingShhhh...
Employees72
Salary55,000-60,000/YR USD
FulltimeYes
TelecommuteNo
IndustrySaaS
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Technical Support Engineer

at Granicus, Inc in San Francisco, CA   —   Apr 12, 2014   |  
Overview
ABOUT THE COMPANY

Founded in 1999, Granicus, Inc. is the leading provider of government webcasting and public meeting management solutions. Serving nearly 500 governing bodies across 48 states and reaching more than 60 million individual citizens, Granicus solutions capture, store, manage and distribute on-demand audio and video broadcasts of public functions. Granicus helps governments maximize democratic transparency, engage their constituents, manage public meetings more efficiently, and improve public communication. Granicus provides the most comprehensive and tightly integrated online public records and webcasting system to all levels of government.

Granicus is an affirmative action and equal opportunity employer. In order to ensure equal employment opportunity for every applicant, hiring decisions will be made without regard to race, religion, sex, sexual orientation, age, national origin, veteran status, or disability. Granicus is firmly committed to a policy and practice of non-discrimination of employment, and Granicus will fully comply with all applicable federal, state, and local statutes of employment.

As a member of our support team, primary responsibilities include troubleshooting and developing technical solutions for a variety of users around the country. This position is at the heart of our customer-focused philosophy, and thus your primary goal will be to provide excellent customer service to all of our clients. You will also assist with the daily maintenance of a web application and a multi-gigabit video streaming network, in addition to critically analyzing processes and procedures and recommending improvements.

To apply for this position, please email your cover letter (which references qualities in this advertisement) and resume to jobs@granicus.com.
Responsibilities
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium for Granicus clients.
Provide training to clients in the use of Granicus systems and applications
Monitor the health of our clients’ solutions using our Proactive Systems Management tools
Respond to client requests within a maximum of two hours
Escalate urgent problems requiring more in-depth knowledge to higher tiers.
Maintain/modify web-based documents written in HTML/CSS & Smarty code
Document procedures taken when identifying/resolving client issues in our Salesforce CRM database.
Provide superior customer service
Experience
Experience: 0-2 years experience in software support field or related area.
Skills
Proven pattern of success in school, work and/or extracurricular activities
BA/BAS in Computer Science or equivalent
Experience troubleshooting software/hardware
General knowledge of networking, remote access techniques
Exceptional verbal and written communication skills, including appropriate phone and email etiquette
Clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust
Strong organizational skills: the ability to juggle multiple tasks and responsibilities
SalesForce.com or other CRM experience is a plus
Ability to work occasional nights and weekends
Candidates with experience/exposure in the following areas will be given preference:
Training specialist with a focus on technical software
Audio/Video background
HTML webpage creation experience
JavaScript experience
Knowledge of Regular Expressions
Education
Education: BA/BS in Computer Science of equivalent.
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