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Lead Customer Support Team Representative

Company: Granicus, Inc.
Location: Saint Paul
Posted on: April 3, 2021

Job Description:

Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 4,500 government organizations and connects more than 220 million people in the largest Citizen Subscriber Network of its kind. Lead Customer Support Team Representative The Customer Support Lead will work with clients, team members and management to ensure continued success and growth in supporting our customers, internally and externally. The position is a crucial role for development of Support Representatives skills, coordination of company and departmental goals, evaluation of cases, training and identification of case volume trends. The Support Lead will be the first point of escalation from their team members, assisting clients in any escalation cases and providing clear understanding to management and/or other departments. The position will consist of the following, along with standard support responsibilities of individual case management.--What You'll Do:

  • Assist clients with cases and escalations ensuring SLA's are maintained
  • Provide prompt assistance/training of team members
  • Train new Cohorts as they are onboarded into Support
  • Bi-Weekly, weekly or as needed case review with team members
  • Monthly "one-on-one" with each member of the module team assigned, to discuss career growth and paths to help achieve those goals
  • Identifying tasks that can be delegated to team members which fit their personal or business growth path
  • Being the voice of the clients and internal team, ensuring that issues and requests are escalated accordingly and clearly
  • Deliver advanced training on a monthly basis to continue internal growth of team members
  • Assist management with tasks such as case trend evaluations, reporting, daily numbers and insights, client reviews and other duties as assigned
  • Close communication with team members to identify at-risk clients, advance contact of these clients and working with other departments until client satisfaction is reached
  • Collaborate with TSE, CSC and Development team as needed to resolve client issues ad hoc
  • Other--job--duties as assigned Who You Are:
    • Ability to be highly responsive in a fast paced environment
    • Maintain calm and collective demeanor
    • Ability to train in an individual as well as group settings
    • "Client Focused" approach to all tasks *Starting rate may vary by experience and/or location* At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.
      • Flexible Time Off
      • Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
      • 401(k) plan with matching contribution
      • Tuition & Training Reimbursement
      • Employer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
      • Group legal coverage--
      • Transit and/or parking supplement for office based employees
      • Free snacks and drinks in our offices
      • And more! Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.--

Keywords: Granicus, Inc., St. Paul , Lead Customer Support Team Representative, Other , Saint Paul, Minnesota

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