Technical Support Specialist

September 26

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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 • Installs, modifies, and makes minor repairs to computer hardware and software systems. • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. • Maintains system functionality by testing computer components. • Helps design and implement networks. • Consults with users to determine appropriate hardware and software needs and assists in placing orders. • Maximizes computer systems capabilities by studying technical applications and making recommendations. • Tests compatibility of new programs with existing ones. • Gathers data to identify and evaluate technical purchasing options. • Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications. • Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs. • Installs software and necessary applications for workflow. • Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers. • Maintains system capability by testing computer components. • Carries out software, network, and database performance tuning. • Documents hardware and software updates. • Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies. • Prepares reference material for users by drafting operation instructions •

Requirements

• 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 technical support experience: Preferably supporting customers via email and chat. • Experience in providing technical support: installing and uninstalling apps from phones and computers. • General knowledge of how web-based and mobile apps work. • Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. • Ability to thrive in a dynamic and evolving environment – must be adaptable. • 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. • 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. • Flexible work schedule. • Passion for Customer Experience. • A proven ability to work remotely as part of a team but also with little direction is highly desired.