Technical Support Specialist – T3

🕒 April 17

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Boldr

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

☁️ SaaS

B2B • Outsourcing • SaaS

Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.

📋 Description

• 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

🎯 Requirements

• Curious and authentic, just like us! #beboldr • An analytical and critical thinker, with an eye for even the most minute of details • Passionate about client satisfaction • Proactive and self-motivated • Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. • Amenable to work on rotating shifts • 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