Technical Support Advocate T1

A LITTLE BIT ABOUT Boldr 

● Boldr is the first global B-Corp 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 boldr impact. 

● We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. 

LET'S START WITH OUR VALUES 

● Meaningful connections start with AUTHENTICITY 

● We do our best work by being CURIOUS 

● We grow by remaining DYNAMIC 

● Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE ● At the heart of great partnerships we'll always find EMPATHY 

WHAT IS YOUR ROLE 

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment. 

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.

WHY DO WE WANT YOU 

We're looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. 

We value team members who give their best, share their talents and quirks, and live our core values: Curious, Dynamic, and Authentic. 

WHAT WILL YOU DO 

● Respond to customer inquiries via chat and email support channels using the Intercom platform.

● Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.

● Guide users through our features, including AI content generation, template customization, publishing, and collaboration tools. 

● Provide accurate, timely solutions with a professional and empathetic tone. 

● Log customer interactions, track recurring issues, and contribute to knowledge base improvements. 

● Escalate complex technical issues to tier 2 support or development teams 

● Educate users on platform capabilities and best practices for creating presentations and websites

● Maintain high standards of response time, accuracy, and customer satisfaction. 

WHAT WE'LL LIKE ABOUT YOU 

YOU ARE… 

● Curious and authentic, just like us #beboldr 

● An analytical and critical thinker, with an eye for even the most minute of details

● Passionate about client satisfaction 

YOU HAVE… 

● 2 years of SaaS customer or technical support experience, preferably in technology or saas environments 

● Familiarity with help desk or ticketing systems (Intercom experience a plus). 

● Familiarity with website-building tools, content management systems, or presentation software
● Strong technical aptitude for troubleshooting digital platforms and web-based apps.

● Excellent written communication skills with the ability to explain technical concepts clearly.

● Comfortable navigating multiple software applications simultaneously. 

● Strong collaboration and verbal communication skills for internal teamwork. 

● Patience, empathy, and active listening skills to understand customer needs

● Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace. 

● Strong organizational and time management skills with the ability to juggle multiple projects.

● Proficiency for data analysis and process/operations improvement. 

● Detail-oriented with a proactive approach to problem-solving. 

● Ability to work collaboratively within a team and adapt to changing project requirements. NICE TO HAVE… 

● Experience supporting creative professionals, small businesses, or startups.

● Knowledge of presentation software ( PowerPoint, Google Slides, Canva). 

● Familiarity with AI-powered tools or generative platforms. 

• Private Health Insurance
• Paid Time Off
• Training & Development