Senior Technical Support Advocate

November 12

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Boldr

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501 - 1000

Description

• 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 associate 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 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 DO • Provide technical support to customers via phone, email and chat • Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs • Diagnose, address and resolve technical issues efficiently and accurately • Escalate complex issues to higher-level support • Keep up to date with with ever-changing technologies including adapting quickly to process changes • Participate in training sessions to enhance technical skills and knowledge • Knowledge-sharing sessions with the team and assist in training new team members • Gain a deep understanding of the client’s products and services

Requirements

• 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 • 3+ years of technical support experience: Primarily supporting customers via email and chat. • Has general knowledge of how web-based and mobile apps work. • Has general knowledge and experience of SQL and databases • Has general knowledge and experience of SaaS Products - Software as a Service • Has Working knowledge of Datadog or other log-monitoring software • Passionate in creating exceptional customer experiences and can use challenging situations as an opportunity to exceed customer expectations. • 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. • 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 - you genuinely care! • 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 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

Benefits

• Private Health Insurance • Paid Time Off • Work From Home • Training & Development • Mental Health Program • Philhealth Coverage