[Hiring] Technical Success Specialist @Fresh Prints

Role Description

We are looking for a Technical Success Specialist to join Balto's Support team. In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time.

Responsibilities

• Investigate and resolve customer inquiries regarding Balto products and services
• Interact with customers through email and video conferencing
• Collaborate cross-functionally with Customer Success Managers, Implementation Managers, and the Sales Team to handle a variety of post-sales service functions
• Investigate reported technical issues to discover root causes and find solutions
• Provide ongoing support to customers for technical issues, including talking customers through a series of actions to resolve a problem, and then following up to ensure the problem is resolved
• Log all calls and support requests
• Technical documentation development for both internal and external audiences
• Help make our integrations successful:
• Troubleshoot complex integration issues
• Conduct post-live integration checks during low implementation manager bandwidth periods

Qualifications

• Strong troubleshooting and deductive reasoning
• Highly organized and methodical
• Comfortable in a customer-facing role
• Knowledgeable in networking, firewall, and VPN
• Clear and concise verbal and written communications
• Great rapport-building skills
• Ability to contribute and adapt to evolving support procedures
• Very comfortable in Windows (10+) and MacOS environments
• Knowledge or experience related to CCaaS or VoIP softphone applications highly desired, but not required
• Experience writing, reading, or editing common coding languages a plus (Python, JSON, etc.)
• Experience writing, reading, or editing code in a web environment a plus (HTML, CSS, JavaScript, etc.)
• Experience with DataDog highly desired, but not required

Requirements

• Compensation: $650 - $800
• A robust vacation and PTO schedule
• You will be working in the US shift timings
• Location: Philippines