Technical Excellence Specialist

2 days ago

Pasig, National Capital Region, Philippines beBeeExcellence Full time ₱800,000 - ₱1,500,000
Job Overview

Boldr is a global organization dedicated to delivering exceptional client experiences and creating access to dignified, meaningful work in communities worldwide.

  • We are a dynamic team united by our desire to connect diverse individuals with common values and drive bold impact.
  • We employ over a thousand team members across five countries and aim to expand to 5,000 employees by 2027.

Our core values are rooted in Authenticity, Curious, Dynamic, Ambitious Vision, and Empathy.

Job Responsibilities

This role involves providing expert technical support, explaining product features, and offering best practice guidance for our product. The ideal candidate will thrive in a fast-paced environment, maintain composure under pressure, and deliver exceptional client satisfaction.

A successful Technical Excellence Specialist operates efficiently, understands our services and Team needs, and drives the highest level of client satisfaction.

We are seeking impact-driven individuals who are passionate about helping us grow and achieve our Purpose. Our Team should become our ultimate partners to success by consistently giving their best, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

Key Tasks
  • Provide technical support to customers via phone, email, and chat
  • Respond to customer inquiries and alerts in a timely and professional manner
  • Diagnose, address, and resolve technical issues efficiently and accurately
  • Escalate complex issues to higher-level support
  • Stay up-to-date with ever-changing technologies and adapt quickly to process changes
  • Participate in training sessions to enhance technical skills and knowledge
  • Share knowledge with the team and assist in training new team members
  • Gain a deep understanding of the client's products and services
  • Respond promptly to customer service inquiries or questions to ensure satisfaction
  • Collaborate with and support team members when assistance is needed
Requirements
  • You are a Curious and authentic individual with excellent analytical and critical thinking skills
  • Passionate about client satisfaction with 3+ years of technical support experience primarily supporting customers via email and chat
  • General knowledge of how web-based and mobile apps work, SaaS Products - Software as a Service
  • Able to create exceptional customer experiences and use challenging situations as opportunities to exceed expectations
  • Metrics-driven with proven ability to handle a high volume of customer interactions
  • Strong conflict resolution skills and even temperament in challenging situations
  • Ability to properly understand and convey tone via written communications
  • Creative problem-solving skills
  • Impeccable judgment to make fact-based decisions that support desired outcomes
  • Loads of empathy - genuinely caring
  • Proactive attitude and ability to work with limited supervision
Benefits
  • Paid Time Off
  • Private Health Insurance
  • Training & Development

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