Advanced Technical Support Specialist

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

• We are a global team united by our desire to connect diverse individuals with common values for impactful collaboration.
• We employ over a thousand team members across five countries and aim to expand our workforce to over 5,000 people by 2027.

Our core values drive our success: authenticity, curiosity, dynamism, ambitious vision, and operational excellence.

This role involves providing hands-on technical assistance, feature explanations, and best practice guidance for our product. The technical support environment is fast-paced, focusing on customer, partner, and colleague support.

A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.

We are seeking impact-driven individuals who are passionate about helping Boldr grow and achieve its purpose. Our ideal candidate will become an integral part of our team, giving their best efforts, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

1. Installs, modifies, and makes minor repairs to computer hardware and software systems.
2. Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
3. Maintains system functionality by testing computer components.
4. Helps design and implement networks.
5. Consults with users to determine appropriate hardware and software needs and assists in placing orders.
6. Maximizes computer systems capabilities by studying technical applications and making recommendations.
7. Tests compatibility of new programs with existing ones.
8. Gathers data to identify and evaluate technical purchasing options.
9. Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
10. Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
11. Installs software and necessary applications for workflow.
12. Trains users on new software in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
13. Maintains system capability by testing computer components.
14. Carries out software, network, and database performance tuning.
15. Documents hardware and software updates.
16. Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
17. Prepares reference material for users by drafting operation instructions.
18. Supports other team members to ensure program success.

We are looking for candidates with:

• At least two years of technical support experience, preferably supporting customers via email and chat.
• Experience in providing technical support, including installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps function.
• Passion for creating exceptional customer experiences and ability to use challenging situations as opportunities to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment, being adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – genuinely caring.
• Proactive attitude and ability to work with limited supervision.

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that can be contributed to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve education and experience creation.
• Flexible work schedule.
• Passion for Customer Experience.
• Able to work remotely as part of a team but also with little direction.