Technical Support Representative
Boldr, Mexico
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
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
- Educating customers and users on how to use the partner’s products and services.
- Escalating bugs or issues with our web and mobile apps to the partner’s development team and follow up with the users once the issue is resolved.
- Identify trending issues and report them to the team .
- Ability to handle email and chat support simultaneously.
- Follow up with users who provided an unsatisfactory customer service rating.
WHAT 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 details
- Passionate about client satisfaction
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 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 communications.
- Creative 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 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.