Senior Technical Support Advocate

🔥 2 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Boldr

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

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

• Provide technical support to customers via phone, email, and chat, primarily email-based • Respond to customer inquiries and alerts according to agreed SLAs • Diagnose, address, and resolve technical issues efficiently and accurately • Escalate complex issues to higher-level support • Keep current with changing technologies and adapt to process changes • Participate in training sessions to enhance technical skills and knowledge • Share knowledge with the team and assist in training new team members • Develop a deep understanding of client products and services • Respond promptly to customer service inquiries to ensure satisfaction • Collaborate with and support team members when assistance is needed • Take on additional tasks and responsibilities to meet team objectives • Execute team initiatives and collaborate on projects • Identify opportunities to contribute as the team grows • Gather customer insights and share them to improve customer education and experience

🎯 Requirements

• 3+ years of technical support experience, primarily supporting customers via email and chat • General knowledge of how web-based and mobile apps work • Proven experience with technical, internet-based tools, including Chrome DevTools and REST APIs • General knowledge and experience of SaaS products • Ability to work US business hours, with flexibility based on operational needs • Analytical and critical thinking skills with strong attention to detail • Passion for client satisfaction and customer experience • Ability to thrive in a dynamic and evolving environment • Metrics-driven ability to handle a high volume of customer interactions • Strong conflict resolution skills and even temperament in challenging situations • Ability to understand and convey tone via written communications and explain complex technical solutions clearly • Creative problem-solving skills • Fact-based judgment, particularly in ambiguous situations • Proactive attitude and ability to work with limited supervision • Proficient in written and spoken English • Ability to support team initiatives and collaborate on projects • Ability to work remotely as part of a team with limited direction • General knowledge and experience of SQL and databases • Working knowledge of Datadog or other log-monitoring software