Senior Tech Support Representative

Granicus

. Serve as the first point of contact for customer requests received by email and chat .

Posted 9/29/2026full-timeRemote • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication skills in both English and French, with a focus on customer support and issue resolution. Capable of collaborating with technical teams and maintaining data privacy and confidentiality.

Highest-signal resume keywords

French Fluency (C1 Level)Excellent Oral Communication SkillsExcellent Written Communication SkillsCustomer Trust BuildingCollaboration with Development Team

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyFlexibilityReliability

Tools & Technologies

EngagementHQ Platform

Certifications & Qualifications

Privacy Training

Industry Keywords

Customer SupportTechnical Issue EscalationData PrivacyOccupational Health and Safety Standards

About the role

Key responsibilities & impact

Serve as the first point of contact for customer requests received by email and chat
Handle all requests independently and efficiently
Escalate technical issues and bugs to the technical team
Liaise with the development team to resolve customer concerns
Proactively and continuously update customers and staff in Australia, Canada, the United States, and the United Kingdom on ongoing or unresolved issues
Develop an in-depth understanding of the EngagementHQ platform
Build customer trust through empathy, anticipating needs, and responding quickly
Collaborate closely with the development team
Collaborate with the product team
Report directly to the Support Manager in India

Requirements

What you’ll need

Excellent oral and written communication skills
French fluency in speaking and writing at C1 level
Reliable home Internet connection
Home workspace meeting occupational health and safety standards
Flexibility to work different shifts
Availability for night work according to the Canadian schedule after initial training of up to six months
Ability to work 80 hours per fortnight
Ability to preserve the confidentiality, integrity, and availability of Granicus information assets
Ability to ensure employee and customer data privacy and complete required privacy training
No degree requirement stated

Benefits

Comp & perks

Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions with the CEO
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
Special guests discussing issues affecting employees
Remote work arrangement
Globally distributed workforce and remote-first culture