Technical Support Specialist

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 responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support associate work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in 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…

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximize computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gather data to identify and evaluate  technical purchasing options.
• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Install software and necessary applications for workflow.
• Train users on new software in person or through a variety of tutorial channels, including self-guidance training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintain systems capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Document hardware and software updates.
• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions.

Requirements

YOU HAVE…

• 2+ years of technical support experience. Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile applications work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment- must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament to challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
• Creative problem solving skills.
• Impeccable judgment - the ability to make fact-based decisions that support outcomes, particularly in ambiguous situations.
• Loads of empathy - you genuinely care!
• Proactive attitude and ability to work with limited supervision,

Plus Requirements

• Support the team by executing on initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute with to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.