Experienced Technical Customer Support Specialist for Financial Management Solutions - Remote Opportunity in the US

Introduction to blithequark

At blithequark, we are driven by a mission to revolutionize the service economy through cutting-edge, end-to-end SaaS solutions. Our platform empowers over 685,000 customers across various industries, including Home & Field Services, Health Services, and Fitness & Wellness. We strive to create seamless, informed, and convenient experiences between customers and service professionals. As a leading service commerce platform, we are committed to building an extraordinary company and are seeking talented, energetic, and motivated individuals to join our team.

About the Role

We are looking for a Technical Customer Support Specialist to focus on our Bold Group – Financial Management solutions. The Bold Group is a trusted provider of mission-critical alarm monitoring and financial management technology, offering flexible, automated solutions that streamline customer workflows and improve efficiencies. Our product portfolio features renowned business management solutions, including AlarmBiller, SedonaOffice, and Managely, complemented by top alarm monitoring systems like Manitou and Stages.

Key Responsibilities

• Monitor and respond to ticketing queues, escalations, and emails in a timely manner
• Escalate support requests from internal and external channels
• Provide clear, constructive feedback and responses to customers' support requests
• Handle difficult situations professionally and maintain a customer-focused approach
• Prioritize competing deliverables and activities effectively
• Represent the voice of the customer within the Bold Group
• Contribute to internal and external knowledge base articles
• Work within defined Service Level Agreements

Core Responsibilities

In this role, you will utilize your technical and product expertise to solve complex issues. You will continuously grow your knowledge of our products and expand to new technologies and domains. Your technical prowess will be sharpened by deep diving into source code, databases, logs, and traces to identify the root cause of issues. You will diagnose, troubleshoot, and develop new solutions to customer problems, writing clear and concise technical solutions and ticket updates.

Essential Qualifications

• 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)
• 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 is desirable

Preferred Qualifications

• Knowledge of accounting and business management principles
• Experience with Microsoft SQL, network architecture, distributed computing, and storage, as well as virtual machine configuration
• Familiarity with our product portfolio, including AlarmBiller, SedonaOffice, and Managely

Skills and Competencies

To succeed in this role, you will need to possess excellent technical, communication, and problem-solving skills. You should be able to work independently, prioritize tasks effectively, and manage multiple priorities. A customer-focused approach and the ability to handle difficult situations professionally are essential. You should be willing to learn new products quickly and develop a layered understanding of how our products work end-to-end.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. You will have access to ongoing training programs, technical support, and opportunities to expand your knowledge and skills. Our company culture values diversity, and we encourage innovation, creativity, and collaboration. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business success.

Work Environment and Company Culture

Our team is distributed globally, with offices in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We are accustomed to working remotely across different time zones and offer flexibility in our work arrangements. You can choose to work from our offices or remotely, and we provide a range of benefits to support your well-being and career growth. Our company culture is built on values of innovation, customer focus, and teamwork, and we strive to create an inclusive and supportive work environment.

Compensation, Perks, and Benefits

We offer a competitive salary range of $50,000 - $60,000 per year, depending on location and experience. Our benefits package includes robust health and wellness benefits, a 401k plan with up to a 4% match, flexible and generous time-off, and an Employee Stock Purchase Program. We also provide opportunities for professional growth and development, as well as a range of perks to support your well-being and career success.

Conclusion

If you are a motivated and customer-focused individual with a passion for technical support and financial management solutions, we encourage you to apply for this exciting opportunity. As a Technical Customer Support Specialist at blithequark, you will be part of a dynamic team that is driving innovation and growth in the service economy. You will have the opportunity to develop your skills and knowledge, work with cutting-edge technology, and deliver exceptional customer experiences. Apply now to join our team and take the first step in an exciting and rewarding career with blithequark.