Job Responsibilities : Support Technician – Level 1 (Remote)
Salary : $16 – $21 an hour
Company : Bold Group
Location : Remote US
Bold Group is looking for an outstanding service professional to join our team. The L1 Support Technician is responsible for providing high-quality technical support for the Bold Group platforms. You’ll interact with customers and prospects across the world through e-mail, phone interactions, and desktop sharing. The fundamental goal of this position is to help our customers achieve success when using Bold Group software products.
The Bold Group Core Values:
Our team protects the Bold Group Reputation by always maintaining a high level of integrity.
We hire Team Players who have a positive attitude and are invested in the success of both their peers and the company.
We encourage Innovation and welcome creative and forward-thinking problem-solvers.
Provide excellent customer support via phone or email to assist in troubleshooting software and technical issues, in a high-volume capacity
Per process, document tickets for escalation to Level 2 Support
Document all activities and customer contact into our incident tracking system.
Show initiative and act independently to resolve tickets, manage multiple priorities and follow through on tasks to completion.
Ability to be On Call in a 24 x 7 environment
Ability to communicate confidently with tech-savvy customers using perfect written and spoken English.
Familiarity with a range of enterprise software solutions including Microsoft Office 365 and SQL and be comfortable in conversations with IT professionals and technical customers.
Experience troubleshooting and solving technical problems.
Customer advocacy, empathy, and keen attention to detail.
Nice to Haves:
Experience in a technical support role covering enterprise software products with an emphasis on accounting-based applications.
An education focused on Computer Science, MIS, accounting, or similar disciplines.