Technical Success Specialist, (Full-time, Remote)

About the role

Technical Success Specialist, (Full-time, Remote) at Fresh Prints. Troubleshoot technical issues customers run into with Balto, such as calls not being captured, missing or one-sided audio, sign-in and access errors.

What you'll do

• Troubleshoot technical issues customers run into with Balto, such as calls not being captured, missing or one-sided audio, sign-in and access errors
• Explain technical findings to customers by email and video call, adjusting the detail according to customer’s technical understanding level
• Collaborate with Customer Success Managers, Implementation Managers, and the Engineering Team to fully handle and resolve a variety of issues
• Provide ongoing support to customers for technical issues, including talking customers through a series of actions to resolve a problem
• Decide when an issue needs to go to Engineering, and when it does, escalate it with a clear write-up: what happened, what you checked, what you ruled out

What you need

• Windows
• Troubleshooting
• Networking
• Firewalls
• Customer success
• Datadog

Good to have

• Salesforce
• Grafana
• Splunk