Senior Technical Support Advocate

4 weeks ago

Tacloban, Philippines Boldrimpact 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 and aim 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 has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Technical Support Advocate’s work 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 in 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 customer inquiries and alerts promptly and professionally, in accordance with SLAs
  • Diagnose, address, and resolve technical issues efficiently and accurately
  • Escalate complex issues to higher-level support
  • Stay updated with evolving technologies and adapt quickly to process changes
  • Participate in training to enhance technical skills and knowledge
  • Share knowledge within the team and assist in training new members
  • Develop a deep understanding of client products and services
  • Respond promptly to customer questions to ensure satisfaction
  • Collaborate and support team members as needed
  • Take on additional tasks 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 and turning challenges into opportunities
  • Ability to thrive in a dynamic, evolving environment
  • Metrics-driven with experience handling high volumes of interactions
  • Strong conflict resolution skills and even temperament
  • Ability to convey tone effectively in written communication
  • Creative problem-solving skills
  • Impeccable judgment for fact-based decisions, especially in ambiguous situations
  • Genuine empathy and proactive attitude with limited supervision

Plus Requirements

  • Support team initiatives and collaborate on projects
  • Identify opportunities to contribute to team growth
  • Gather and share customer insights to improve experiences and foster loyalty
  • Passion for Customer Experience
  • Experience working remotely as part of a team with minimal supervision
  • Knowledge of SQL and databases
  • Experience with log-monitoring tools like Datadog
  • Proficient in English (written and spoken)
  • Private Health Insurance
  • Paid Time Off
  • Training & Development
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