Technical Support Advocate

Summary

Join Boldr, a global B-Corp, as a Technical Support Representative and provide hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. You will resolve tickets, troubleshoot technical issues, maintain system functionality, and consult with users to determine hardware and software needs. This role requires installing and modifying computer hardware and software, testing program compatibility, and training users on new software. Success in this fast-paced environment demands efficiency, composure, professionalism, and a commitment to client satisfaction. Boldr values authenticity, curiosity, and dynamism. We seek impact-driven individuals passionate about helping Boldr grow and achieve its purpose.

Requirements

• 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

Responsibilities

• 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
• Support other team members to ensure program success

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
• 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

Benefits

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