Tech Support Analyst II

EverCommerce

6d•$70,000 - $80,000•Hybrid

About The Position

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en We are looking for a Technical Support Analyst II to focus on our Bold Group - Alarm Monitoring and Automation solutions. Bold Group is the industry’s trusted provider of mission-critical alarm monitoring and financial management technology offering flexible, automated solutions that streamline customer workflows with improved efficiencies and consistent processes that enable critical response services that safeguard life and property. The Bold Group product portfolio features the renowned alarm monitoring systems Manitou, stages™, and SIMS. These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems including SedonaOffice and AlarmBiller. This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, and robust ongoing training programs. This Tier 2 Support position requires a knowledge of alarm monitoring principles, Microsoft SQL, network architecture, distributed computing and storage as well as virtual machine configuration to diagnose issues within Customer environments, handling and resolving technical queries transferred from the Tier 1 support team by performing the following: Monitor and respond in a timely manner to ticketing queues, escalations, and emails Field escalation support requests from internal and external channels Provide clear constructive feedback and responses to customers’ support requests Handle difficult situations in a professional manner at all times Appropriately prioritize competing deliverables and activities Represent the voice of the customer within Bold Group Contribute regularly to internal and external knowledgebase articles Work within defined Service Level Agreements

Requirements

Experience with alarm monitoring and dispatch principles and processes
Experience with Microsoft SQL Server
Experience with SQL Server Reporting Services
Experience with network architecture and administration
Experience with virtual machine configuration
Manage and work multiple issues simultaneously
2+ years’ experience with customer-facing technical support (application, OS, or Networking). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
Desktop and server administration familiarity
Network management/troubleshooting

Responsibilities

Diagnose and troubleshoot issues on our Customer alarm monitoring implementations, system and application errors
Propose and create test plans to identify issues
Application Training (customer and internal support team)
Document Customer interaction using the Company’s Salesforce support application
Participate in application testing and quality assurance
Enhancing our support documentation and creating how-to videos.
Track and manage tickets to ensure timely communication and resolutions
Show initiative and act independently to resolve tickets, manage multiple priorities and follow through on tasks to completion.
Ability to be On Call in a 24 x 7 environment
Onboarding new customers.

Benefits

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

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