Technical Customer Support Specialist, EverCommerce
EverCommerce
$50-60k
+ ESPP
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$50-60k
+ ESPP
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 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). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience
- 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
What the job involves
- 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
- The Bold Group product portfolio features the renowned business management solutions, AlarmBiller, SedonaOffice and Managely
- These leading accounting and business management systems are complemented by the industry’s top alarm monitoring systems including Manitou and Stages
- This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, and robust ongoing training programs
- 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
- Solve complicated 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
- This position will support a 8am-5pm Pacific Time work schedule
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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