Technical Support Advocate T1

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 ROLEThis position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment. A successful Technical Support Advocate 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 YOUWe 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 DOInstalls, modifies, and makes minor repairs to computer hardware and software systemsResolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivityMaintains system functionality by testing computer componentsHelps design and implement networksConsults with users to determine appropriate hardware and software needs and assists in placing ordersMaximizes computer systems capabilities by studying technical applications and making recommendationsTests compatibility of new programs with existing onesGathers data to identify and evaluate technical purchasing optionsConfirms program objectives and specifications by testing new programs, comparing them with established standards, and making modificationsEvaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programsInstalls software and necessary applications for workflowTrains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writersMaintains system capability by testing computer componentsCarries out software, network, and database performance tuningDocuments hardware and software updatesKeeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societiesPrepares reference material for users by drafting operation instructionsSupport other team members to ensure program successRequirementsWHAT 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 satisfactionYOU 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 apps 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 in challenging situations. Native or near-native written and spoken English. Ability to properly understand and convey tone via written communicationsCreative problem-solving skills. Impeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations. Loads of empathy - you genuinely care! Proactive attitude and ability to work with limited supervisionPlus RequirementsSupport the team by executing initiatives and collaborating on projects. Take initiative and identify areas of opportunity that you can contribute 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