Technical Support Specialist T3

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 worldwide.We are a global team, united by our desire to connect diverse people with shared 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 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, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. WHY 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 YOU’LL DOCompose thoughtful, personalized responses to a variety of customer requestsTriage incoming requests and spot trends in customer issues to flag for the wider teamInteract with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalismLog, manage, and follow up on all customer support ticketsPerform 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 clientProactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting Ensure 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 and service knowledgeRequirementsWHAT WE’LL LIKE ABOUT YOUYOU 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 field you’re passionate about!At 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 charactersOriginally posted on Himalayas