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EverCommerce · 10 hours ago

Tech Support Analyst II

Madison, WI

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $80K/yr

2+ years exp

EverCommerce is on a mission to digitally transform the service economy with tailored SaaS solutions. They are seeking a Technical Support Analyst II to focus on alarm monitoring and automation solutions, providing technical support and troubleshooting for customer implementations.

Digital MediaFinancial ServicesSoftware

No H1B

Responsibilities

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 Customer 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

Enhancing our support documentation and creating 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

Onboarding new customers

Qualification

Alarm monitoring principlesMicrosoft SQL ServerNetwork architectureVirtual machine configurationCustomer-facing technical supportSQL Server Reporting ServicesDesktopServer administrationNetwork managementTroubleshooting

Required

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