Technical Client Experience Specialist
2 days ago
Boldr is the first global business 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 bold impact.
- We employ just over a thousand team members across five countries, with plans to employ over 5,000 by 2027, if not sooner.
Our values are at the heart of great partnerships:
- Authenticity: Meaningful connections start with genuine relationships.
- Curiosity: We do our best work by being open to new ideas and perspectives.
- Dynamism: Growth happens when we stay agile and adaptable.
- Ambitious Vision combined with Operational Excellence drives our success.
- Empathy: At the heart of great partnerships, we'll always find understanding and compassion.
This position involves providing hands-on technical troubleshooting, feature explanations, and best practice guidance for our product. As a Technical Support Advocate, you will support customers, partners, and colleagues in a fast-paced environment, maintaining professionalism, understanding our services, and ensuring high client satisfaction.
Why We Want You
We seek impact-driven individuals passionate about helping us grow and achieve our purpose. Our team members are expected to give their all, share their talents and quirks, and embody our core values: Curious, Dynamic, and Authentic.
Job Responsibilities- Provide technical support via phone, email, and chat.
- Respond promptly to customer inquiries in accordance with SLAs.
- Diagnose and resolve technical issues efficiently.
- Escalate complex issues when necessary.
- Stay updated with evolving technologies and adapt to process changes.
- Participate in training to enhance skills and knowledge.
- Share knowledge with the team and assist in training new members.
- Deepen understanding of client products and services.
- Ensure customer satisfaction through prompt responses.
- Support team collaboration and take on additional responsibilities as needed.
You Are...
- Curious and authentic, embodying our values.
- An analytical, critical thinker attentive to details.
- Passionate about client satisfaction.
You Have...
- At least 3+ years of technical support experience, primarily supporting via email and chat.
- General knowledge of web-based and mobile applications.
- Experience with SaaS products.
- A passion for creating exceptional customer experiences and exceeding expectations.
- The ability to thrive in a dynamic environment.
- Metrics-driven with experience handling high volumes of interactions.
- Strong conflict resolution skills and even temperament.
- Effective written communication skills, conveying tone appropriately.
- Creative problem-solving abilities.
- Excellent judgment and empathy.
- A proactive attitude with minimal supervision.
- Support team initiatives and collaborate on projects.
- Identify opportunities to contribute to team growth.
- Gather and share customer insights to improve experience.
- Passion for customer experience.
- Experience working remotely as part of a team with little supervision.
- Knowledge of SQL and databases.
- Experience with log-monitoring tools like Datadog.
- Proficiency in English (written and spoken).
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