Senior Technical Support Advocate

2 weeks ago

Imus, 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.

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 maintains efficiency, professionalism, and understanding of our services and team needs to deliver top 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 expected to give 110%, share talents and quirks, and champion our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

  • Provide technical support via phone, email, and chat
  • Respond promptly to inquiries in line with SLAs
  • Diagnose and resolve technical issues efficiently
  • Escalate complex issues appropriately
  • Stay updated with evolving technologies and process changes
  • Participate in training to enhance skills
  • Share knowledge with the team and assist in onboarding new members
  • Deeply understand our products and services
  • Ensure customer satisfaction through prompt responses
  • Support and collaborate with team members
  • Take on additional tasks as needed

YOU ARE…

  • Curious and authentic, embodying #beboldr
  • An analytical thinker attentive to details
  • Passionate about client satisfaction

YOU HAVE…

  • At least 3 years of technical support experience, supporting customers via email and chat
  • Basic knowledge of web and mobile applications
  • Experience with SaaS products
  • A passion for creating exceptional customer experiences
  • Ability to thrive in a dynamic environment
  • Metrics-driven with high-volume interaction handling skills
  • Strong conflict resolution and communication skills
  • Creative problem-solving abilities
  • Good judgment and empathy
  • Proactive with minimal supervision

Plus Requirements

  • Support team initiatives and projects
  • Identify opportunities for contribution and growth
  • Gather and share customer insights for continuous improvement
  • Experience working remotely with little supervision
  • Knowledge of SQL and databases
  • Experience with log-monitoring tools like Datadog
  • Proficiency in English (written and spoken)
  • Benefits include Private Health Insurance, Paid Time Off, and Training & Development
#J-18808-Ljbffr

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