Technical Support Advocate
hace 4 días
A LITTLE BIT ABOUT BoldrBoldr 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 VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships, we’ll always find EMPATHYWHAT IS YOUR ROLEThis 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 in a fast-paced environment.A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, and delivers the highest level of client satisfaction.WHY DO WE WANT YOUWe are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.WHAT WILL YOU DOProvide technical support to customers via phone, email, and chatRespond to customer inquiries and alerts in a timely and professional manner in accordance with the agreed SLAsDiagnose, address, and resolve technical issues efficiently and accuratelyEscalate complex issues to higher-level supportKeep up to date with ever-changing technologies including adapting quickly to process changesParticipate in training sessions to enhance technical skills and knowledgeKnowledge-sharing sessions with the team and assist in training new team membersGain a deep understanding of the client’s products and servicesRespond promptly to customer service inquiries or questions to ensure satisfactionCollaborate with and support team members when assistance is neededTake on additional tasks or responsibilities when required to meet team objectivesYOU HAVE…Curious and authentic, just like us #beboldrAn analytical and critical thinker, with an eye for even the most minute of detailsPassionate about client satisfaction3+ years of technical support experience: Primarily supporting customers via email and chatGeneral knowledge of how web-based and mobile apps workGeneral knowledge and experience of SaaS Products - Software as a ServicePassionate about creating exceptional customer experiences and can use challenging situations as an opportunity to exceed customer expectationsAbility to thrive in a dynamic and evolving environmentMetrics-driven and proven ability to handle a high volume of customer interactionsStrong conflict resolution skills and even temperament in challenging situationsAbility to properly understand and convey tone via written communicationsCreative problem-solving skillsImpeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situationsLoads of empathy - you genuinely careProactive attitude and ability to work with limited supervisionPlus RequirementsSupport the team by executing initiatives and collaborating on projectsTake initiative and identify areas of opportunity that you can contribute to help the team as it growsAcquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for lifePassion for Customer ExperienceA proven ability to work remotely as part of a team but also with little direction is highly desiredGeneral knowledge and experience of SQL and databasesWorking knowledge of Datadog or other log-monitoring softwareProficient in English written and spoken
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Technical Support Customer Advocate
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