Senior Technical Support Advocate

Summary

Join Boldr, a global B-Corp dedicated to delivering world-class client experiences, as a Technical Support Advocate. You will provide hands-on technical troubleshooting, feature explanations, and best practice guidance for our product. This role requires efficient operation in a fast-paced environment, maintaining composure and professionalism while delivering high client satisfaction. We seek impact-driven individuals passionate about Boldr's growth and purpose, who are curious, dynamic, and authentic. The position involves providing technical support via phone, email, and chat, diagnosing and resolving technical issues, and escalating complex problems. You will also participate in training, share knowledge, and collaborate with team members.

Requirements

• 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 SaaS Products - Software as a Service
• 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
• 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

Responsibilities

• 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
• Respond promptly to customer service inquiries or questions to ensure satisfaction
• Collaborate with and support team members when assistance is needed
• Take on additional tasks or responsibilities when required to meet team objectives

Preferred Qualifications

• 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
• Has general knowledge and experience of SQL and databases
• Has Working knowledge of Datadog or other log-monitoring software
• Proficient in English written and spoken

Benefits

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