Technical Support Specialist

3 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCustomerService Full time ₱3,200 - ₱4,200

About Boldr

  • We are a global team dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.
  • Our core values are Curious, Dynamic, and Authentic, guiding our actions and interactions.

Your Role

This position focuses on providing technical support, troubleshooting, and guidance for our product. The environment emphasizes efficiency, professionalism, and understanding of our services and team needs to deliver exceptional client satisfaction.

To succeed, you will maintain a high level of expertise, empathy, and enthusiasm, ensuring top-notch client satisfaction.

About You

  • You are passionate about helping us grow and achieve our purpose, embodying our values and giving 110% effort.
  • You have excellent analytical skills, attention to detail, and passion for client satisfaction.

Responsibilities

  • Provide technical support via phone, email, and chat
  • Respond promptly to inquiries within agreed Service Level Agreements (SLAs)
  • Diagnose and resolve technical issues efficiently
  • Escalate complex issues appropriately
  • Stay updated with evolving technologies and process changes
  • Participate in training to enhance your 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
  • 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)

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