Senior Technical Support Advocate

🕒 Julho 28

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Boldr

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

A Boldr é uma empresa global que se especializa em terceirização gerenciada e serviços globais de emprego. A empresa se orgulha de ser uma B Corporation certificada, focando na terceirização ética ao construir equipes que são uma extensão da marca do cliente. A Boldr oferece uma ampla gama de serviços incluindo suporte à experiência do cliente, engenharia, dados e serviços técnicos, principalmente direcionados a indústrias como eCommerce e SaaS. Ela está comprometida em criar valor circular para seus clientes, carreiras de seus membros de equipe e as comunidades em que opera, alinhando-se aos princípios de sustentabilidade social e impacto. Com forte ênfase em criar um senso de propósito e pertencimento, a Boldr oferece expertise em recrutamento global, integração e gestão de desempenho, apoiando mais de 100 parceiros clientes globalmente.

Descrição

• Provide technical support to customers via email and other written channels (no phone support) • Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs, managing a high-volume ticket queue • Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug • Escalate confirmed product bugs to the engineering team, with clear and complete documentation • Use AI-assisted support tools to help draft and speed up responses • Keep up to date with ever-changing technologies, including adapting quickly to process changes • Participate in training sessions to enhance technical skills and knowledge • Take part in knowledge-sharing sessions with the team and assist in training new team members • Gain a deep understanding of the client's product and mobile app to provide informed, accurate support • Collaborate with cross-functional teams, mainly to clarify expected product behavior versus a reportable bug • Take on additional tasks or responsibilities when required to meet team objectives

🎯 Requisitos

• 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead) • Primarily supported customers via email and other written channels • Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role • General knowledge of how web-based and mobile applications work • General knowledge and experience with SaaS products • Experience using ticket-tracking tools such as Zendesk and Jira • Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering • Proven ability to ramp quickly into a new, technical product, contributing within a few weeks and reaching full productivity within 3-4 months • Metrics-driven, with a proven ability to handle a high volume of customer interactions • Creative problem-solving skills and impeccable judgment in ambiguous situations • Proactive attitude and ability to work with limited supervision • Ability to thrive in a dynamic and evolving environment • Loads of empathy – you genuinely care! • Plus Requirements • Comfort adopting AI-assisted workflows in day-to-day support • Proven ability to work remotely as part of a team, with little direction • Proficient in English, written and spoken