Senior Technical Support Advocate

🔥 55 minutes ago

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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 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

🎯 Requirements

• 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