Remote

What Makes Us Stand Out:

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius — into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands-on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients’ success is not just a milestone, but a shared mission.

As a team, we’re on a mission to reshape an age-old industry, and we’re looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. If this resonates with you, we’d love to meet you and explore how you can help us build the future of the green industry!

Our culture and growth has been recognized with multiple awards, it’s a great time to join!

Comparably 2024 #23/100 Best (small/ medium sized companies) Leadership Teams

Comparably 2024 #63/75 (small/ medium sized companies) Happiest Employees

#9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!)

#6 of Built In’s 2024 Best Places to Work: Top 50 start-ups in Atlanta (Our second year in a row!)

Inc Magazine’s 2023 Best Places to Work

Inc. 5000: #131 of 2024 Southeast Regional America’s Fastest Growing Companies. (Our third year in a row!)

Inc 5000 America's fastest-growing private companies (Our third year in a row!)

Certified Great Place to Work Canada 2024

We are looking for a Customer Support Specialist (T1).

Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

Hours of work: Flexible, with preferred start times between 8:00–10:00 a.m. ET and preferred end times between 5:00–7:00 p.m. ET.

You will have the following responsibilities:

Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
Directly troubleshoot customer issues and resolve them by implementing attainable solutions
Evaluate and escalate bugs to development as they come to your attention inside the product
Provide feedback to develop support processes. Your input will ultimately add value for our customers
Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
Work cross-functionally with other members within the organization

Does this sound like you?

Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
Ability to apply sound judgment and product knowledge to deliver timely solutions
Fast learner with a track record of mastering new technical tools and systems
Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
Previous experience in a high-volume support/customer service role
Analytical mindset with strong research and problem-solving skills
Applicable technical writing skills
The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
The ability to multitask and prioritize trouble tickets as they come in
Clear and concise communication skills
A strong growth mindset and a desire to learn
A natural puzzle solver

A few ways to stand out, but not required:

Previous experience working for a SaaS startup
Experience with ticketing systems like Zendesk
Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)

Compensation:

Canada-based candidates: CAD 60,000 - 80,000
US-based candidates: USD 45,000 - 60,000

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Granum

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Customer Support Specialist (T1)