[Hiring] Technical Customer Support Specialist @EverCommerce

Role Description

We are looking for a Technical Customer Support Specialist to focus on our Bold Group – Financial Management 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.

This Tier 1 Support position requires a knowledge of accounting and business management 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
• 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

Qualifications

• 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 performance monitoring and tuning tools, problem determination and recovery, and security
• Customer advocacy, empathy, and keen attention to detail
• Experience with PSIM or Alarm Monitoring Centers

Requirements

• Solve complicated issues with your technical and product expertise
• Continuously grow your depth of knowledge on the products you support
• Sharpen your technical prowess by deep diving into source code, databases, logs, and traces
• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems
• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English
• Learning new products quickly and effectively
• 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 only)
• 401k with up to a 4% match and immediate vesting (U.S. only)
• Student Loan Repayment Program (U.S. only)
• Continued investment in your professional development through Udemy

Compensation

The target base compensation for this position is $50,000 - $65,000 per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.