EverCommerce - Technical Customer Support Specialist - (Remote, US)

EverCommerce; Denver (CO); Remote; USD 50,000 - 60,000; Full time

Job summary

EverCommerce, a leading technology company, seeks a Technical Customer Support Specialist for its Bold Group - Financial Management solutions team. This remote role involves providing tier 1 support for critical financial management technology while working independently in a fast-paced environment. Successful candidates will leverage their technical knowledge, customer care skills, and problem-solving abilities to ensure client satisfaction and effective service delivery.

Benefits

Flexible work arrangements

Health benefits

401k with match

Paid time off

Employee Stock Purchase Program

Qualifications

• 2+ years of customer-facing technical support experience.
• Knowledge of performance monitoring and security.
• Experience with PSIM or Alarm Monitoring Centers is a plus.

Responsibilities

• Monitoring and responding to ticket queues and escalations.
• Troubleshooting complex issues and developing solutions.
• Contributing to knowledge base articles.

Skills

English proficiency

Customer advocacy

Empathy

Problem determination

Job description

EverCommerce - Technical Customer Support Specialist - (Remote, US)

Join to apply for the EverCommerce - Technical Customer Support Specialist - (Remote, US) role at EverCommerce.

We are looking for a Technical Customer Support Specialist to focus on our Bold Group – Financial Management solutions. Bold Group provides mission-critical alarm monitoring and financial management technology, including solutions like AlarmBiller, SedonaOffice, and Managely, supported by strategic partnerships and ongoing training.

This Tier 1 Support role requires knowledge of accounting, business management principles, Microsoft SQL, network architecture, distributed computing, storage, and virtual machine configuration to diagnose issues within customer environments. Responsibilities include:

• Monitoring and responding to ticket queues, escalations, and emails
• Escalating support requests from internal and external channels
• Providing clear feedback and responses to support requests
• Handling difficult situations professionally
• Prioritizing competing deliverables
• Representing the voice of the customer
• Contributing to knowledgebase articles
• Working within SLA guidelines

Core responsibilities involve troubleshooting complex issues, expanding product knowledge, diagnosing root causes, developing solutions, documenting processes, and managing tickets effectively. The role requires the ability to work independently, show initiative, and be on call in a 24/7 environment.

Qualifications include:

• English proficiency (C1 level)
• 2+ years of customer-facing technical support experience
• Knowledge of performance monitoring, problem determination, and security
• Customer advocacy and empathy
• Experience with PSIM or Alarm Monitoring Centers is a plus

This position is remote within the US, supporting a 8am-5pm Pacific Time schedule. Candidates must be eligible to work without sponsorship. Travel may be required to Denver or other locations.

Benefits include flexible work arrangements, health benefits, 401k with match, paid time off, and an Employee Stock Purchase Program. The target salary range is $50,000 - $60,000 annually, depending on location and experience.

EverCommerce is an equal opportunity employer committed to diversity and inclusion.