Technical Support Advocate Tier 1

Summary

Join Boldr, a global B-Corp dedicated to delivering exceptional client experiences and creating meaningful work opportunities. As a Technical Support Advocate, you will be responsible for providing hands-on technical troubleshooting, feature explanations, and best practice guidance to customers, partners, and colleagues. You will work in a fast-paced environment, ensuring timely and professional responses to inquiries and alerts, while maintaining composure and exhibiting professionalism. This role requires a passion for client satisfaction and the ability to thrive in a dynamic and evolving environment. Boldr values authenticity, curiosity, and dynamism, and seeks individuals who are driven to contribute to the company's growth and purpose.

Requirements

• 1-2 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