Technical Support Specialist

Boldr is a global B-Corp dedicated to delivering exceptional 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.
• Our goal is to employ over 5,000 people by 2027 and achieve success through innovative strategies and solutions.

Our core values include:

• Authenticity: Meaningful connections start with genuine interactions.
• Curiosity: We do our best work by being open-minded and eager to learn.
• Dynamism: Growth happens when we remain adaptable and responsive to change.
• Ambitious Vision combined with Operational Excellence: Success requires a clear direction paired with effective execution.
• Empathy: At the heart of great partnerships, we'll always find understanding and compassion.

This position involves providing hands-on technical support, explaining features, and offering best practices guidance for our product. The Technical Support Advocate's work environment is fast-paced and focused on supporting customers, partners, and colleagues.

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

Impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose are desired. We expect our Team to become our ultimate partners to success by giving their best, sharing talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

• 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.
• Keep 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 client products and services.
• Respond promptly to customer service inquiries or questions to ensure satisfaction.
• Collaborate with and support team members when assistance is needed.
• Take on additional tasks or responsibilities to meet team objectives.

YOU ARE…

• Curious and authentic, just like us.
• An analytical and critical thinker with an eye for even the most minute details.
• Passionate about client satisfaction.
  • 3+ years of technical support experience primarily supporting customers via email and chat.
  • General knowledge of how web-based and mobile apps work.
  • General knowledge and experience of SaaS Products - Software as a Service.
  • Ability to thrive in a dynamic and evolving environment.
  • Metrics-driven and 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 - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
  • Loads of empathy - you genuinely care.
  • Proactive attitude and ability to work with limited supervision.
  Plus Requirements
  • Support the team by executing initiatives and collaborating on projects.
  • Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
  • Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
  • Passion for Customer Experience.
  • A proven ability to work remotely as part of a team but also with little direction is highly desired.
  • Has general knowledge and experience of SQL and databases.
  • Has Working knowledge of Datadog or other log-monitoring software.
  • Proficient in English written and spoken.
  Benefits
  • Private Health Insurance
  • Paid Time Off
  • Training & Development