Technical Support Specialist

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared 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.

• 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

• Compose thoughtful, personalized responses to a variety of customer requests.
• Triage incoming requests and spot trends in customer issues to flag for the wider team.
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Log, manage, and follow up on all customer support tickets.
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved.
• Perform ad hoc tasks when requested by the client.
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Deliver service excellence and maximize customer service and satisfaction.
• Work with the external team to stay updated on product and service knowledge.

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required.
• Excellent English communication skills.
• Willingness to learn about how networks and IT technology behave and operate.
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.
• Customer orientation and ability to adapt/respond to different types of characters.

• Private Health Insurance
• Paid Time Off
• Training & Development

Boldr