Senior Technical Support Advocate

3 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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