Tech Support Analyst II

Ever Pro - Technical Support Analyst II, Bold Group - Wisconsin

At Ever Commerce [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:

We are looking for a Technical Support Analyst II 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 Sedona Office and Alarm Biller. This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, and robust ongoing training programs.

This Tier 2 Support position requires knowledge of alarm monitoring principles, Microsoft SQL, network architecture, distributed computing and storage as well as virtual machine configuration to diagnose issues within customer environments, handling and resolving technical queries transferred from the Tier 1 support team by performing the following:

• Monitor and respond in a timely manner to ticketing queues, escalations, and emails
• Field escalation support requests from internal and external channels
• Provide clear, constructive feedback and responses to customers’ support requests
• Handle difficult situations in a professional manner at all times
• Appropriately prioritize competing deliverables and activities
• Represent the voice of the customer within Bold Group
• Contribute regularly to internal and external knowledgebase articles
• Work within defined Service Level Agreements

• Diagnose and troubleshoot issues on our customers’ alarm monitoring implementations, system and application errors
• Propose and create test plans to identify issues
• Application training (customer and internal support team)
• Document customer interaction using the company’s Salesforce support application
• Participate in application testing and quality assurance
• Enhance our support documentation and create how-to videos
• 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
• Onboard new customers

• Experience with alarm monitoring and dispatch principles and processes
• Experience with Microsoft SQL Server
• Experience with SQL Server Reporting Services
• Experience with network architecture and administration
• Experience with virtual machine configuration
• Manage and work multiple issues simultaneously
• 2+ years’ experience with customer-facing technical support (application, OS, or networking). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
• Desktop and server administration familiarity
• Network management/troubleshooting

While Bold Group is headquartered in Colorado Springs, Colorado, we have additional offices in Milwaukee, Wisconsin and Orlando, Florida. This role will be based in the Milwaukee area in a hybrid capacity. The Ever Commerce 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…