Boldr

Senior Technical Support Advocate

Boldr

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Senior

Tech Stack

SQL

About the role

  • Provide technical support to customers via phone, email and chat
  • Respond to customer inquiries and alerts in a timely and professional manner according to SLAs
  • Diagnose, address and resolve technical issues efficiently and accurately
  • Escalate complex issues to higher-level support
  • Keep up to date with changing technologies and adapt quickly to process changes
  • Participate in training sessions to enhance technical skills and knowledge
  • Conduct knowledge-sharing sessions and assist in training new team members
  • Gain a deep understanding of the client’s 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 or responsibilities to meet team objectives

Requirements

  • Curious and authentic (#beboldr)
  • Analytical and critical thinker with attention to detail
  • Passionate about client satisfaction
  • 3+ years of technical support experience: Primarily supporting customers via email and chat
  • General knowledge of how web-based and mobile apps work
  • General knowledge and experience of SaaS Products - Software as a Service
  • Passionate in creating exceptional customer experiences and using challenging situations to exceed expectations
  • Ability to thrive in a dynamic and evolving environment
  • Metrics-driven with proven ability to handle a high volume of customer interactions
  • Strong conflict resolution skills and even temperament in challenging situations
  • Ability to properly understand and convey tone via written communications
  • Creative problem-solving skills
  • Impeccable judgment and fact-based decision making in ambiguous situations
  • Empathy and genuine care for customers
  • Proactive attitude and ability to work with limited supervision
  • Support the team by executing initiatives and collaborating on projects
  • Take initiative and identify areas of opportunity to contribute to team growth
  • Acquire and share customer insights to improve education and experience
  • Passion for Customer Experience
  • Proven ability to work remotely as part of a team with little direction (highly desired)
  • General knowledge and experience of SQL and databases
  • Working knowledge of Datadog or other log-monitoring software
  • Proficient in English written and spoken