Technical Success Specialist, (Full-time, Remote)

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.

Balto's Real-Time Guidance understands phone conversations and tells people what to say, live in their conversations. In 2018, Balto guided less than a million conversations; today, Balto has guided hundreds of millions of conversations.

Balto's customers, including name-brand retailers and Fortune 500s, use Balto's real-time guidance technology to scale "perfect" to thousands of sales and service agents with the push of a button and get immediate insight into what's working on their phone calls and what's not.

But enough about Balto, let's talk about you!

Technical Success Specialist

Job Posting

About Balto:

Balto’s mission is to power a new era of knowledge work in the contact center through innovative technology. Balto provides dynamic opportunities for individuals looking to join a team initiating a technological revolution in Real-Time Guidance.

More than just a company, Balto is a community committed to empowering each of its members. This mission is at the heart of the organization. As a member of the Technical Success team, candidates will act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues.

Balto's Real-Time Guidance understands phone conversations and tells people what to say, live in their conversations. In 2018, Balto guided less than a million conversations; today, Balto has guided hundreds of millions of conversations.

Balto's customers, including name-brand retailers and Fortune 500s, use Balto's real-time guidance technology to scale "perfect" to thousands of sales and service agents with the push of a button and get immediate insight into what's working on their phone calls and what's not.

Learn more about the role and qualifications below.

Here's What a Technical Success Specialist Does

Balto's Technical Success Specialists are at the front line of customer challenges. Specialists take a leading role in resolving, troubleshooting, and strategically following up to ensure top-tier customer success. In this role, specialists help agents at the ground floor get the most value out of Balto's proprietary AI technology. The ideal Technical Success Specialist will connect data points and identify themes of opportunity or areas for technical improvement for the product. At Balto, team members are given the time, resources, and trust to successfully troubleshoot tough technical problems and assist customers with their challenges.

Key Candidate Attributes

Balto seeks candidates with a demonstrated history of diving into unknown topics and new skills. Successful candidates genuinely care about resolving customer issues and can communicate technical information across varying degrees of detail depending on the listener's technical background. A successful Specialist is a logical thinker, creative problem solver, and resourceful team member who looks for ways to improve success and efficiency for colleagues and customers. This is a technical troubleshooting role focused on resolving and escalating technical issues rather than general account administration.

Core Responsibilities

• Troubleshoot technical issues customers run into with Balto, such as calls not being captured, missing or one-sided audio, sign-in and access errors, and app connection problems
• Explain technical findings to customers by email and video call, adjusting the detail according to customer’s technical understanding level
• Collaborate with Customer Success Managers, Implementation Managers, and the Engineering Team to fully handle and resolve a variety of issues.
• 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
• Decide when an issue needs to go to Engineering, and when it does, escalate it with a clear write-up: what happened, what you checked, what you ruled out, and the evidence
• Own each case until it is actually resolved, not just diagnosed or handed off, and follow up with customers and internal teams until it is closed
• Use AI tools as part of everyday troubleshooting and writing, as well as to improve operational workflows

Skills & Requirements

• 1-2+ years in technical support, help desk, or IT, where you personally troubleshot software problems
• Experience using telemetry to find the cause of a problem (Datadog, Grafana, Splunk, Kibana, Windows Event Viewer, browser developer tools, or similar)
• Strong troubleshooting and deductive reasoning
• Highly organized and methodical
• Comfortable in a customer-facing role
• Clear and concise verbal and written communications
• Ability to contribute and adapt to evolving support procedures and processes
• Very comfortable in Windows (10+) and MacOS environments
• Understand Networking, firewall and VPN basics
• Can install, update and troubleshoot desktop apps and browser extensions on Windows and macOS, including permissions, audio devices and network settings
• Comfortable using AI tools (ChatGPT, Claude, Copilot or similar) in daily work and explaining how output is verified
• Can explain a technical problem in writing to both technical and non-technical readers

Preferred

• CCaaS or VoIP softphone experience
• Salesforce Service Console or similar case management tools
• Experience writing, reading, or editing common coding languages

Balto's Values

Anchor on success: Setting high goals aligned with success and striving for excellence.

Love every customer: Caring for and appreciating customers regardless of size, industry, or sophistication.

Talk things out: Assuming positive intent, addressing disagreements constructively, and maintaining open lines of communication across all levels.

Start with gratitude: Staying humble, recognizing contributions, and maximizing opportunities.

Always be growing: Prioritizing continuous learning and fostering growth for oneself and others.

Own the work: Proactively driving solutions and taking ownership without waiting for problems to resolve themselves.

Balto's People

Balto welcomes diverse backgrounds, talents, and perspectives, employing team members with a wide array of personal interests and expertise.

Employee feedback highlights key aspects of the company culture:

• "Coming together as a team to build something innovative and unique."
• "Contagious energy that keeps me motivated all day."
• "I L-O-V-E it at Balto since day one! They know how to have fun while getting the work done."

Company Name Origin

Balto is named after the historic sled dog who guided his team across Nome, Alaska, in 1925 to deliver life-saving medicine. The company name reflects this metaphor: Balto's technology guides contact center professionals to achieve conversation success by providing real-time guidance and support alongside human expertise.

Historical Note: The real Balto was honored with a commemorative statue in New York's Central Park, accessible here.

Compensation & Benefits

• $650- $800
• A robust vacation and PTO schedule
• You will be working in the US shift timings