Technical Success Specialist, (Full-time, Remote)

About Frontier

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

We help companies grow cross-functional teams abroad. We hire the smartest people and place them into great companies. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to connect you with the right opportunity.

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. 

We are looking a Technical Success Specialist to join Balto's Support team. In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time.

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

• $650- $800
• A robust vacation and PTO schedule
• You will be working in the US shift timings