Senior Technical Support Advocate

5 days ago

Manila, Philippines Boldr Full time

A LITTLE BIT ABOUT Boldr

  • Boldr is the first global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.
  • We are a global team, united by our desire to connect diverse people with common values for boldr impact.
  • We employ just over a thousand team members across five countries, aiming to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

  • Meaningful connections start with AUTHENTICITY
  • We do our best work by being CURIOUS
  • We grow by remaining DYNAMIC
  • Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
  • At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

This position is primarily responsible for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Technical Support Advocate’s environment focuses on supporting customers, partners, and colleagues in a fast-paced setting.

A successful Technical Support Advocate operates efficiently, maintains composure, exhibits professionalism, understands our services and team needs, and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU

We seek impact-driven individuals passionate about helping Boldr grow and achieve our purpose. Our team members are our ultimate partners to success, giving their 110%, sharing talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

  • Provide technical support via phone, email, and chat
  • Respond to inquiries and alerts promptly and professionally, adhering to SLAs
  • Diagnose, address, and resolve technical issues efficiently and accurately
  • Escalate complex issues appropriately
  • Stay updated with evolving technologies and adapt quickly to process changes
  • Participate in training to enhance technical skills
  • Share knowledge with the team and assist in training new members
  • Deepen understanding of client products and services
  • Ensure customer satisfaction through prompt responses
  • Collaborate with team members and support when needed
  • Take on additional responsibilities to meet team objectives

YOU ARE…

  • Curious and authentic, embodying #beboldr
  • An analytical and critical thinker with attention to detail
  • Passionate about client satisfaction

YOU HAVE…

  • At least 3 years of technical support experience supporting customers via email and chat
  • General knowledge of web-based and mobile applications
  • Experience with SaaS products
  • A passion for creating exceptional customer experiences, using challenges as opportunities to exceed expectations
  • The ability to thrive in a dynamic, evolving environment
  • Metrics-driven with experience handling high volumes of interactions
  • Strong conflict resolution skills and calmness in challenging situations
  • Ability to convey tone effectively in written communication
  • Creative problem-solving skills
  • Excellent judgment for fact-based decisions, especially in ambiguous situations
  • Empathy and genuine care for customers
  • A proactive attitude and ability to work independently

Plus Requirements

  • Support team initiatives and collaborate on projects
  • Identify opportunities to contribute to team growth
  • Gather and share customer insights for continuous improvement
  • Passion for customer experience
  • Experience working remotely with minimal supervision
  • Knowledge of SQL and databases
  • Experience with log-monitoring tools like Datadog
  • Proficiency in English (spoken and written)
  • Benefits include Private Health Insurance, Paid Time Off, and Training & Development opportunities.
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