Boldr
Outsourcing/Offshoring
SeniorTechnicalSupportAdvocate
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Advocate at Boldr. Skills: Technical troubleshooting, Customer support, Product expertise. Become expert in company's products. Respond to user support cases”
What You'll Achieve.
Timely resolution of user issues; Maintain professionalism; Maintain composure; Focus on customer satisfaction; Increase efficiency; Drive down contact rates; Agreed SLAs; Issues properly prioritized; Issues properly documented; Issues properly tracked; Issues properly resolved; Continuous service improvement; Maintain productivity metrics; Maintain quality metrics; Maintain customer satisfaction metrics
Industry & Context.
Troubleshooting; Problem tracking
What They're Looking For.
Must Have
2+ years of experience with high volume product support, Demonstrated ability to thrive in fast-paced, reactive situations, user empathy and understanding of the lifecycle of a support case, Crisp but kind written communication skills and deep attention to detail, Experience supporting SaaS products, General knowledge of how web-based and mobile applications work, Ability to quickly learn and navigate new technology, systems, and applications, Experience contributing to the foundations of a support team and sharing process improvement ideas
What You'll Do.
Become expert in company's products
Respond to user support cases
Communicate with user personas
Adapt to evolving product landscape
Diagnose and resolve user issues
Provide suggestions for improving user satisfaction
Provide technical support
Diagnose and resolve technical issues
Escalate complex issues
Perform investigation and problem tracking
Participate in training sessions
Share customer insights and feedback
Maintain productivity
and satisfaction metrics
How You'll Work.
Team & Collaboration
Work closely with teammates; Work with engineers; Work with internal stakeholders
Communication Scope
Clear communication; Empathetic communication; Written communication skills
Full Job Description
A LITTLE BIT ABOUT Boldr * Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. * We are a global team, united by our desire to connect diverse people with common values for boldr impact. * We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships, we’ll always find EMPATHY WHAT IS YOUR ROLE As a Senior Technical Support Advocate, you will become an expert in all of the company’s products and provide hands-on technical troubleshooting, feature explanation, and best practice guidance in a fast-paced, high-volume environment. You will work closely with teammates, engineers, and other internal stakeholders to ensure accurate diagnosis and timely resolution of user issues, while maintaining professionalism, composure, and a strong focus on customer satisfaction. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic. WHAT WILL YOU DO * Become an expert in all of the company’s products. * Respond to user support cases in a high volume environment. * Clearly and empathetically communicate with a wide range of user personas. * Prioritize critically and comfortably adapt to an ever-evolving product landscape. * Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale. * Provi
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