Technical Customer Support Specialist
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Job Description
Technical Customer Support Specialist providing support for Bold Group's Financial Management solutions. Monitoring ticketing queues and solving technical issues for customers in diverse environments.
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
- Solve complicated customer issues with your technical and product expertise
Requirements:
- 2+ years of experience with customer-facing technical support (application, OS, or Networking)
- C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
- 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
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
- Continued investment in your professional development through Udemy
- Robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Student Loan Repayment Program
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