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Job Technical Success Specialist en Remote

Fresh Prints en Cebu City, Cebu City, Philippines

Digital job Technical Success Specialist at Fresh Prints

Technical Success Specialist

Fresh Prints Cebu City, Cebu City, Philippines

$32,500 - $70,000

Remote Full-time
Development 2-5 años Sales Technical Code Web
By Remote Ok
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Job description

About the client

Balto’s mission is to power a new era of knowledge work in the contact center, and we're creating awesome technology to do just that. If you're excited by the opportunity to join a dynamic team initiating a technological revolution in Real-Time Guidance, Balto is for you.

More than just a company, Balto is a community. A community committed to empowering each of our members. This mission is at the heart of our organization. As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues. 

About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. A few years ago Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. In three years, we’ve never lost a client. 

If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting you an interview for a full-time job within the month.

Think of us as your personal talent agent, and good luck with the application :)

Responsibilities

  • 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 

Job specific requirements

  • 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 

Compensation & Benefits

  • Competitive monthly salary 
  • A robust vacation and PTO schedule
  • You will be working in the US shift timings


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