Senior Technical Support Advocate

A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the worldWe 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 soonerLET'S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships, we'll always find EMPATHYWHAT IS YOUR ROLEAs a Technical Support Specialist (T2), you will be responsible for interacting with customers and clients to address inquiries and remotely access simulator systems to resolve technical issues that cannot be handled by Tier 1 Support regarding the client's products and services. This role requires securely connecting to customer systems to diagnose and troubleshoot complex issues efficiently.In this position, you will collaborate with various teams to ensure both customer and client needs are met, delivering excellent technical support promptly and professionallyWHY DO WE WANT YOUWe are looking for impact-driven individuals 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 DOProvide technical support to customers via phone, email and chatRespond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAsProvide remote Tier 2 support to customers with anything related to their simulator and its components functionalityTriage incoming requests and spot trends in customer issues to flag for the wider teamInteract with customers and clients to provide tech support and address any concern with the highest degree of empathy, courtesy, and professionalismLog, manage, and follow up on all customer support tickets by ensuring SLA is metPerform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolvedPerform ad hoc tasks when requested by the client and Boldr teamProactively monitor the client's dashboards and platforms and actively reach out to customers who need extra support with troubleshootingEnsure proper and timely escalation of issues to meet internal and external expectationsIdentify opportunities and recommendations for continuous process improvementDeliver service excellence and maximize customer service and satisfactionWork with the external team to stay updated on product, service and industry trends knowledgeWork closely with the client and Boldr team to support the troubleshooting documentation for both internal and external users in both English and SpanishAssist potential customers with presales inquiries, providing detailed information about product features and subscription optionsTake on additional tasks or responsibilities when required to meet team objectivesRequirementsWHAT 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 detailsPassionate about client satisfaction Proactive and self-motivatedStrongly interested in learning new ideas, processes, and unique requirements. On top of that, you're willing to share your skills and talents with the team. Amenable to work on rotating shiftsYOU HAVE...At least a bachelor's degree in any Tech Support fieldAt least 3 years of working experience in Technical Support is requiredExcellent English communication skillsWillingness to learn about how networks and IT technology behave and operateBasic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications Excellent verbal and written communication skillsAn ability to understand and communicate complex ideas to customers, both verbally and in written formAptitude to quickly learn and navigate new technology, systems, and applicationsAbility to accept feedback gracefully and with an open mindCustomer orientation and ability to adapt/respond to different types of charactersAvailability/Flexibility to travel (US Visa is preferred)Plus RequirementsA+ Certification (preferred)Support the team by executing initiatives and collaborating on projectsTake initiative and identify areas of opportunity that you can contribute to help the team as it growsAcquire valuable customer insights and share them with the rest of the teamIN THE EVENT THAT TRAVELING IS REQUIRED:AvailabilityTravel availability will be discussed during the hiring process. Boldr/Golfzon will make every effort to schedule travel during business hours, however, there may be instances where it will fall outside of the regular schedule. This will not be considered overtime, so the monthly cost will remain unchanged, even if travel occurs beyond standard working hoursBookingWhile Golfzon is responsible for covering all costs associated with the team member's trip, Boldr can collaborate with Golfzon to explore booking options that are convenient for both partiesA daily per diem will be provided by Boldr and charged to the client in the following month's invoice. The exact amount is to be determined, but it typically ranges between $60-$80 USD per day