Responsibilities
- Manage and resolve Tier 2 support tickets that require in-depth data analysis or escalation—especially those impacting customer financials or complex scheduling settings.
- Monitor internal Slack channels to provide guidance, technical insight, and support across teams.
- Create and maintain documentation for both internal and customer-facing audiences to enhance troubleshooting and implementation processes.
- Handle critical customer escalations, coordinating with internal teams and external partners to drive timely, high-quality resolutions.
- Conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for new product features and firmware updates—identifying bugs, product gaps, and areas for improvement.
- Identify and escalate complex issues to higher-level teams when additional expertise or investigation is required.
Requirements
- 2-4 years of B2B customer service experience, in a fast growing SaaS or technology-driven environment, including 2+ years of technical troubleshooting for software and/or hardware.
- Strong technical aptitude and analytical skills, with a proven ability to resolve complex issues through data-driven thinking.
- Exceptional communication and problem-solving skills, capable of adapting to different audiences and situations.
- Proven ability to multitask and manage competing priorities without sacrificing accuracy or quality.
- Comfortable working independently and collaboratively in a fast-paced environment.
Nice to Have
- Familiarity with support tools such as JIRA, ticketing platforms (Intercom, Zendesk), or similar systems is a plus.
- A proactive mindset, eagerness to learn, and passion for helping others succeed.
Benefits
- 401(k) match plus dental, medical, vision, and life insurance.
- Flexible vacation day policy.
- Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
- Family planning resources and specialized support programs.
- Equity: get ahead on the ground floor and grow with Boulevard.
- Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
Additional Information
- Follow our official LinkedIn page to stay up to date on all things Boulevard life!
