HiringCafe
Posted 2d ago

Senior Technical Support Advocate

@ Boldr
View All Jobs
Canada
$3k-$4k/moRemoteFull Time
Responsibilities:become expert, respond cases, diagnose issues
Requirements Summary:2+ years in high-volume SaaS product support; strong communication; customer-first; cloud apps; CRM experience.
Technical Tools Mentioned:CRM, Google Workspace, MS Office, SaaS tools
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Job Description

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

As a Senior Technical Support Advocate, you will become an expert in all of the company’s products and provide hands-on technical troubleshooting, feature explanation, and best practice guidance in a fast-paced, high-volume environment.

You will work closely with teammates, engineers, and other internal stakeholders to ensure accurate diagnosis and timely resolution of user issues, while maintaining professionalism, composure, and a strong focus on customer satisfaction.

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

  • Become an expert in all of the company’s products.
  • Respond to user support cases in a high volume environment.
  • Clearly and empathetically communicate with a wide range of user personas.
  • Prioritize critically and comfortably adapt to an ever-evolving product landscape.
  • Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
  • Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates.
  • Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support following established processes.
  • Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved.
  • Participate in training sessions to enhance technical skills and product knowledge.
  • Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
  • Maintain productivity, quality, and customer satisfaction metrics.