A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world
- We are a global team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner
LET'S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we'll always find EMPATHY
WHAT IS YOUR ROLE
This position has primary responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders.
This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment.
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.
WHAT WILL YOU DO
- 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
WHAT WE'LL LIKE ABOUT YOU
YOU ARE...
- 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
- Comfortable working independently, with limited day-to-day supervision
- Proactive, taking ownership without being asked
YOU HAVE...
- 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
