Boldr is hiring a
Technical Support Specialist

Summary

The technical support specialist is a role at Boldr, a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities worldwide. The specialist will answer customer questions over email and live chat, deliver excellent customer service, write and update support articles, become a product expert, and work closely with various teams. They are expected to be curious and authentic, analytical and critical thinkers, passionate about client satisfaction, have 2+ years of technical support experience, and possess strong conflict resolution skills.

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

• Answer customer questions over email and live chat
• Deliver excellent customer service to our customers
• Write and update support articles
• Become a product expert
• Work closely with the customer success, product, management, and engineering teams
• Advance your career in the SaaS industry

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