Support Technician – Level 1 (Remote) – Bold Group – Remote

Bold Group is looking for an outstanding service professional to join our team. The L1 Support Technician is responsible for providing high-quality technical support for the Bold Group platforms. You’ll interact with customers and prospects across the world through e-mail, phone interactions, and desktop sharing. The fundamental goal of this position is to help our customers achieve success when using Bold Group software products. The job involves handling and resolving complex technical and functional queries from customers across the globe.

You:

Nothing makes you feel better than making someone’s day or solving someone’s problem. A fast-paced day makes you feel energized rather than drained, and you’re at your best when you’re interacting with people. You love to dig into a complex problem and come up with a solution.

Us :

The Bold Group, an EverCommerce company, serves the electronic security industry with the most comprehensive array of alarm monitoring and integrated financial management solutions tailored to achieve optimal business performance. Bold Group’s product portfolio features the renowned alarm monitoring systems Manitou, stages®, and SIMS. These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems: the SedonaOffice suite and the bestselling AlarmBiller system.

The Bold Group Core Values:

• Our team protects the Bold Group Reputation by always maintaining a high level of integrity.

• We hire Team Players who have a positive attitude and are invested in the success of both their peers and the company.

• We encourage Innovation and welcome creative and forward-thinking problem-solvers.

• We consider the Bold team a Family; we maintain a culture of respect, offer a family-oriented environment, and give back to our community.

Location:

While the Bold Group is headquartered in Colorado Springs, Colorado, and we have additional offices in Plano, TX, Irvine, CA, Chagrin Falls, OH, Detroit, Michigan and Milwaukee, Wisconsin, this role can be based anywhere in the United States and can be 100% remote. All of our teams are working remotely for the foreseeable future due to the COVID-19 pandemic.

Core Responsibilities:

• Provide excellent customer support via phone or email to assist in troubleshooting software and technical issues, in a high-volume capacity

• Per process, document tickets for escalation to Level 2 Support

• Document all activities and customer contact into our incident tracking system.

• May include minimal Customer training

• Help maintain customer information

• 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

Must Haves:

• Ability to communicate confidently with tech-savvy customers using perfect written and spoken English.

• Familiarity with a range of enterprise software solutions including Microsoft Office 365 and SQL and be comfortable in conversations with IT professionals and technical customers.

• Experience troubleshooting and solving technical problems.

• Customer advocacy, empathy, and keen attention to detail.

Nice to Haves:

• Experience in a technical support role covering enterprise software products with an emphasis on accounting-based applications.

• An education focused on Computer Science, MIS, accounting, or similar disciplines.

Benefits & Perks:

• Competitive salary

• Robust medical, dental, and vision benefits

• 401(k) with match

• Gym stipend

• Start with 17 vacation days, 8 standard holidays and 2 floating holidays, plus a day off to volunteer each year