Technical Success Specialist
Fresh Prints
- Cebu City, Cebu
- Permanent
- Full-time
- Investigate and resolve customer inquiries regarding Balto products and services
- Interact with customers through email and video conferencing
- Collaborate cross-functionally with Customer Success Managers, Implementation Managers, and the Sales Team to handle a variety of post-sales service functions
- Investigate reported technical issues to discover root causes and find solutions
- Provide ongoing support to customers for technical issues, including talking customers through a series of actions to resolve a problem, and then following up to ensure the problem is resolved
- Log all calls and support requests
- Technical documentation development for both internal and external audiences
- Help make our integrations successful:
- Troubleshoot complex integration issues
- Conduct post-live integration checks during low implementation manager bandwidth periods
- Strong troubleshooting and deductive reasoning
- Highly organized and methodical
- Comfortable in a customer-facing role
- Knowledgeable in networking, firewall, and VPN
- Clear and concise verbal and written communications
- Great rapport-building skills
- Ability to contribute and adapt to evolving support procedures
- Very comfortable in Windows (10+) and MacOS environments
- Knowledge or experience related to CCaaS or VoIP softphone applications highly desired, but not required
- Experience writing, reading, or editing common coding languages a plus (Python, JSON, etc.)
- Experience writing, reading, or editing code in a web environment a plus (HTML, CSS, JavaScript, etc.)
- Experience with DataDog highly desired, but not required
- Competitive monthly salary
- A robust vacation and PTO schedule
- You will be working in the US shift timings