Boldr is hiring a
Technical Support Representative, Remote - Philippines

Summary

The job is for a Technical Support Representative who will provide hands-on technical troubleshooting and guidance to customers, partners, and colleagues. The role requires 2+ years of technical support experience, preferably via email and chat, and involves installing, modifying, and repairing computer hardware and software systems, resolving tickets, maintaining system functionality, helping design networks, training users on new software, documenting updates, keeping up with technical advancements, and more.

Requirements

• 2+ years of technical support experience
• Experience in providing technical support: installing and uninstalling apps from phones and computers
• General knowledge of how web-based and mobile apps work

Responsibilities

• Provides hands-on technical troubleshooting
• Explains features and provides best practice guidance
• Installs, modifies, and makes minor repairs to computer hardware and software systems
• Resolves tickets representing staff-generated technical requests or problems
• 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
• Maximizes computer systems capabilities by studying technical applications
• 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
• Evaluates vendor-supplied software by studying user objectives
• Installs software and necessary applications for workflow
• Trains users on new software in person or through a variety of tutorial channels
• 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
• Prepares reference material for users

Preferred Qualifications

• Passion for creating exceptional customer experiences
• 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

Benefits

• Flexible work schedule
• SSS
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave