Technical Success Specialist

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
Location - Philippines.