Network Operations Specialist

Technical Customer Support Specialist – Bold Group – In Office/Mequon, WI

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Technical Customer Support Specialist to focus on our Bold Group - Alarm Monitoring and Automation solutions. Bold Group is the industry’s trusted provider of mission-critical alarm monitoring and financial management technology offering flexible, automated solutions that streamline customer workflows with improved efficiencies and consistent processes that enable critical response services that safeguard life and property.

The Bold Group product portfolio features the renowned alarm monitoring systems Manitou, stages™, and SIMS. These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems including SedonaOffice and AlarmBiller. This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, and robust ongoing training programs.

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 job involves handling and resolving complex technical and functional queries from customers across the globe.

Core Responsibilities:

· 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.

· May include minimal Customer training

· Help maintain customer information

· Track and manage tickets to ensure timely communication and resolutions

· 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

Must Haves:

· 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.

· 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.

Where:

This position is a second shift position located in Mequon, WI and is not hybrid or remote-work capable.

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks (IF OPEN TO US AND CANADA):

· Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

· Robust health and wellness benefits, including an annual wellness stipend

· Continued investment in your professional development through Udemy

· 401k or RRSP with company match

· Annual wellness stipend

· Flexible and generous paid time off

· Employee Stock Purchase Program

Benefits & Perks (JUST CANADA):

· Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

· Robust wellness benefits, including an annual wellness stipend

· Flexible and generous (FTO) time-off

· Employee Stock Purchase Program

· Registered Retirement Savings Plan (RRSP) with 4% company match

· Continued investment in your professional development through Udemy

Benefits and Perks (JUST U.S.):

· Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

· Continued investment in your professional development through Udemy

· Robust health and wellness benefits, including an annual wellness stipend

· 401k with up to a 4% match and immediate vesting

· Flexible and generous (FTO) time-off

· Employee Stock Purchase Program

· Student Loan Repayment Program

Compensation: The target base compensation for this position $19.25 to $26.50 per hour. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!