Director of Technical Support
Costa Rica (Remote)
Professional Services – Support /
Full Time /
Remote
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
The Director of Technical Support, Video will be a focal point for the health of our business through customer satisfaction, retention, and growth. The Director is responsible for the management and development of the Video Technical Support Team, effective and timely resolution of all customer support cases, ongoing development of internal processes and systems, effective cross functional collaboration, and ensuring all customers receive an outstanding experience when engaging with Granicus Support.
**Candidates must live in Costa Rica to be considered**
What You'll Do:
- Develop and execute Video Technical Support Team’s strategy, managing both strategic and tactical priorities on daily basis.
- Build a world class support team, organization and culture; one that delivers an exemplary experience and thrives on delighting customers.
- Build a scalable model that enables rapid growth of team and absorption of new products.
- Utilize metrics and KPIs to bring visibility of our customer experience to the organization, manage performance, and propose and drive to completion contact reduction and defect prevention initiatives.
- Provide recommendations in process, as well as product, through customer cases reporting and analysis.
- Liaise between our customers and product teams to enhance our offerings.
- Design, develop, and deliver new customer service and technical support offerings to delight our customers.
- Manage daily volume and 24X7 coverage model with leads to ensure customer cases are resolved in a timely and effective manner.
- Maintain and improve training for new and existing support team members to promote quick on-boarding as well quick understanding of new product rollouts.
- Mitigate customer escalation through developing direct customer resolution plans.
- Partner with Product and Operations teams on the software release process to promote operations and customer readiness.
- Motivate the team through coaching, career planning, and setting individual objectives.
Who You Are:
- 10+ years leading services and or support teams in a software company, preferably SaaS.
- Experience managing teams or products that support video features.
- Experience managing a multi-tiered support process with respect to customer and business need.
- Deep experience with call center systems.
- Passion for public sector success.
- Client focus – the desire and ability to understand the drivers of client needs.
- Exceptional communication and presentation skills, both written and oral, as well as strong technical and analytical aptitude.
- Desired – MBA and/or other certifications.
- Desired - Six Sigma Green or Black Belt.
Leadership Style:
- Desire to build and grow a team.
- Can do attitude with confidence to face business challenges head on.
- Honesty and integrity in all areas of business interactions.
- The capabilities of leading by example as well as by direction and vision.
- A desire for constant improvement. A progressive growth mentality.
- Capacity to handle challenging, escalated situations with calm demeanor and approach.
- Ability to navigate ambiguity and operate with minimum supervision.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
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 regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
