Technical Success Specialist

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. 
About Frontier

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

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. In three years, we’ve never lost a client. 

If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting you an interview for a full-time job within the month.

Think of us as your personal talent agent, and good luck with the application :)

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

• Competitive monthly salary 
• A robust vacation and PTO schedule
• You will be working in the US shift timings

Location - Philippines.