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New York, New York, United States
Remote only
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
Skills & Requirements
Preferred
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:
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
