EverPro - Technical Customer Support Specialist (Remote)

EverCommerce

2d • Remote

About The Position

EverCommerce is seeking a Technical Customer Support Specialist to focus on their Bold Group – Financial Management solutions. Bold Group provides mission-critical alarm monitoring and financial management technology. This Tier 1 Support position involves diagnosing and resolving technical issues within customer environments, handling technical queries escalated from the Tier 1 support team. The role requires a strong understanding of accounting and business management principles, Microsoft SQL, network architecture, distributed computing and storage, and virtual machine configuration. The specialist will monitor ticketing queues, respond to escalations and emails, provide clear feedback to customers, handle difficult situations professionally, prioritize deliverables, represent the customer's voice, and contribute to knowledgebase articles while working within defined Service Level Agreements.

Requirements

• C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
• 2+ years of experience with customer-facing technical support (application, OS, or Networking)
• Knowledge of accounting and business management principles
• Knowledge of Microsoft SQL
• Knowledge of network architecture
• Knowledge of distributed computing and storage
• Knowledge of virtual machine configuration
• Knowledge of performance monitoring and tuning tools, problem determination and recovery, and security
• Customer advocacy, empathy, and keen attention to detail
• Must be eligible to work without sponsorship
• This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Nice To Haves

• Experience with PSIM or Alarm Monitoring Centers

Responsibilities

• Monitor and respond in a timely manner to ticketing queues, escalations, and emails
• Escalate 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
• Solve complicated issues with your technical and product expertise
• Continuously grow your depth of knowledge on the products you support, as well as expanding to new technologies and domains as you learn more of our products
• Sharpening your technical prowess by deep diving into source code, databases, logs, and traces to get to the root cause of any issue
• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our support and customer success teams
• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English
• Learning new products quickly and effectively
• When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end
• 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

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust wellness benefits, including an annual wellness stipend
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Registered Retirement Savings Plan (RRSP) with 4% company match (Canada)
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, including an annual wellness stipend (U.S.)
• 401k with up to a 4% match and immediate vesting (U.S.)
• Student Loan Repayment Program (U.S.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed