Level 1 Technical Support

Level 1 Support Technician

We’re looking for a Level 1 Support Technician to join our established and rapidly growing B2B software company. At Bravo Systems, we need a passionate and energetic problem solver to join our dynamic and expanding Customer Support team.

We offer competitive pay based on experience, along with a robust benefits package including health, dental, vision, and generous paid time off (PTO).

YOUR MISSION:

To assist our customers with excellence, solving their challenges, helping to troubleshoot technical and operational issues, and ensuring customers are using their Bravo software solutions to their fullest ability.

YOUR PERSONALITY:

• Punctual and ready to work when at the time scheduled

• Coachable and open to discuss on ways to make your role better

• Adaptable to a fast working and changing environment

• Reliable in your communication style and follow through

• Comfortable working in a team environment, along-side of other technicians

• Flexible in dealing with a wide range of customers

• Knowledgeable in customer service and knowing when to ask for additional assistance

RESPONSIBILITIES:

• Answer phone calls, emails, and tickets with exceptional customer service

• Dig in, learn, and troubleshoot all levels of the Bravo System

• Display empathy to customer’s needs, concerns, and challenges

• Train customers on current Bravo functionality, as well as new features

• Document new solutions for the benefit of our support team, as well as our customers

• Take on side projects to expand your opportunities and grow your knowledge of Bravo

• Take direction and guidance to better serve yourself, the customer, the company, and the team

• Communicate with all levels of the support team and ensure follow-up with the customer

• Install printers, scanners, and other hardware devices remotely

• Calibrate with other technicians to best serve the customer and ensure the best outcomes

• Complete other duties at the discretion of your manager

Qualifications:

Must be committed to learning our industry and products quickly, can be trusted to make smart decisions, can work equally well autonomously and collaboratively, is hungry to make an impact, and is driven by the opportunity to be influential in an organization.

• 1-2 years customer service experience

• SaaS or Software experience a plus

• Zendesk.com experience a plus

• Detail oriented and organized with a strong desire to achieve results

• Self-motivated and ability to troubleshoot challenges

• Team player who can work collaboratively and in the best interest of the team

• Ability to focus and get work done amid distractions and busy times

• Bilingual in English/Spanish, highly desired

ABOUT BRAVO STORE SYSTEMS

Bravo is a global SaaS company that specializes in providing first-to-market point-of-sale platforms, mobile applications, and eCommerce products to underserved markets, including firearms, pawn, and specialty retail industries. All our software products are developed with thoughtfully engineered architecture, intuitive UI, sophisticated native integrations, and first-to-market features that drive near-immediate return on investment for customers.

We are proud to share that we maintain an Employee Satisfaction Score (eNPS) of 64. We put employee experience first, understanding that happy, fulfilled, and satisfied employees are the lifeblood of our organization and the key to maintaining our outstanding Customer Satisfaction Score (CSAT) of 95.

Check out our employee reviews on Glassdoor.

For More Information, Please Contact:

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekend availability

Supplemental Pay:

• Commission pay

Education:

• Associate (Preferred)

Experience:

• Windows: 2 years (Required)
• Customer Service: 1 year (Preferred)

Work Location: One location