Technical Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and respond promptly to ticketing queues, escalations, and emails.

• Forward support requests from both internal and external sources.

• Deliver clear and constructive feedback to address customers’ support inquiries.

• Maintain professionalism when managing challenging situations at all times.

• Effectively prioritize multiple competing tasks and responsibilities.

• Act as the voice of the customer within Bold Group.

• Regularly contribute to the internal and external knowledge base articles.

• Resolve complex customer issues utilizing your technical and product knowledge.

⛳️ Requirements

• Minimum of 2 years of experience in customer-facing technical support (application, OS, or Networking).

• Proficient in English at a C1 level (both spoken and written), with the capability to communicate in a professional and clear manner.

• Familiarity with performance monitoring and tuning tools, problem identification and resolution, and security measures.

• Strong customer advocacy skills, empathy, and a high attention to detail.

• Experience with PSIM or Alarm Monitoring Centers is preferred.

🏝️ Benefits

• Flexibility to work from anywhere within your country of employment – whether in-office, remote, or hybrid.

• Comprehensive wellness benefits, including an annual wellness stipend.

• Generous and flexible (FTO) time-off policy.

• Employee Stock Purchase Program available.

• Registered Retirement Savings Plan (RRSP) with a 4% company match.

• Ongoing investment in your professional development through Udemy.

• Extensive health and wellness benefits, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Student Loan Repayment Program offered.