*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 representative 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 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*
- installs, modifies, and makes minor repairs to computer hardware and software systems.
- resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
- maintains system functionality by testing computer components.
- helps design and implement networks.
- consults with users to determine appropriate hardware and software needs and assists in placing orders.
- tests compatibility of new programs with existing ones.
- gathers data to identify and evaluate technical purchasing options.
- confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
- evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
- trains 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 writers.
- maintains system capability by testing computer components.
- carries out software, network, and database performance tuning.
- documents hardware and software updates.
- keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
- prepares reference material for users by drafting operation instructions
*requirements*:
*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*
- 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 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.