Technical Success Specialist

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Conduct investigations and resolve customer inquiries related to Balto products and services.

• Engage with customers via email and video conferencing.

• Work collaboratively with Customer Success Managers, Implementation Managers, and the Sales Team on post-sales service activities.

• Analyze reported technical issues, determine root causes, and develop effective solutions.

• Provide continuous technical support and follow up to guarantee resolution of issues.

• Record all calls and support requests accurately.

• Create technical documentation for both internal and external stakeholders.

• Address complex integration challenges.

• Perform post-live integration checks during periods of low bandwidth for implementation managers.

• Act as the main escalation point for intricate, multi-part customer issues, managing them until resolution and liaising with the Engineering team for support.

⛳️ Requirements

• Excellent troubleshooting abilities and deductive reasoning skills.

• Highly organized with a methodical approach.

• Comfortable in a role that involves direct customer interaction.

• Proficient knowledge of networking, firewalls, and VPNs.

• Ability to communicate clearly and concisely, both verbally and in writing.

• Strong skills in building rapport with customers.

• Capability to adapt and contribute to evolving support processes.

• Very familiar with Windows (10+) and MacOS environments.

• Knowledge or experience with CCaaS or VoIP softphone applications is highly desirable, but not mandatory.

• Experience with writing, reading, or editing common programming languages is a plus (Python, JSON, etc.).

• Familiarity with writing, reading, or editing code in a web environment is advantageous (HTML, CSS, JavaScript, etc.).

• Experience with DataDog is highly preferred, but not essential.

🏝️ Benefits

• Comprehensive vacation and PTO schedule.

• Scheduled shifts aligned with US time zones.