EverPro - Technical Customer Support Specialist

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 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

Core Responsibilities:

• 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

Skills & Qualfications:

• 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

Where:

While Bold Group is headquartered in Colorado Springs, Colorado, we have additional offices in Milwaukee, Wisconsin and Orlando, Florida, this role can be based anywhere in the United States and can be 100% remote. 

 
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• 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

Compensation: The target base compensation for this position is $50,000 - $60.000 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.