Boldr

Technical Support Advocate – Web App/SaaS

Boldr

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇿🇦 South Africa

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Job Level

JuniorMid-Level

About the role

  • Respond to customer inquiries via chat and email support channels using the Intercom platform.
  • Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
  • Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools.
  • Provide accurate, timely solutions with a professional and empathetic tone.
  • Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
  • Escalate complex technical issues to tier 2 support or development teams
  • Educate users on platform capabilities and best practices for creating presentations and websites
  • Maintain high standards of response time, accuracy, and customer satisfaction.

Requirements

  • 2 years of SaaS customer or technical support experience, preferably in technology or saas environments
  • Familiarity with help desk or ticketing systems (Intercom experience a plus).
  • Familiarity with website-building tools, content management systems, or presentation software
  • Strong technical aptitude for troubleshooting digital platforms and web-based apps.
  • Excellent written communication skills with the ability to explain technical concepts clearly.
  • Comfortable navigating multiple software applications simultaneously.
  • Strong collaboration and verbal communication skills for internal teamwork.
  • Patience, empathy, and active listening skills to understand customer needs.
  • Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
  • Strong organizational and time management skills with the ability to juggle multiple projects.
  • Proficiency for data analysis and process/operations improvement.
  • Detail-oriented with a proactive approach to problem-solving.
  • Ability to work collaboratively within a team and adapt to changing project requirements.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingwebsite buildingcontent management systemspresentation softwaredata analysisprocess improvementAI content generationtemplate customizationplatform functionality
Soft skills
written communicationcollaborationverbal communicationpatienceempathyactive listeningorganizationtime managementproblem-solvingadaptability