Senior Technical Support Advocate

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 Technical Support Specialist (T2), you will be responsible for interacting with customers and clients to address inquiries and remotely access simulator systems to resolve technical issues that cannot be handled by Tier 1 Support regarding the client’s products and services. This role requires securely connecting to customer systems to diagnose and troubleshoot complex issues efficiently.

In this position, you will collaborate with various teams to ensure both customer and client needs are met, delivering excellent technical support promptly and professionally

WHY DO WE WANT YOU

We 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.

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WHAT WILL YOU DO

• Provide technical support to customers via phone, email and chat
• Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs
• Provide remote Tier 2 support to customers with anything related to their simulator and its components functionality.
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers and clients to provide tech support and address any concern with the highest degree of empathy, courtesy, and professionalism.
• Log, manage, and follow up on all customer support tickets by ensuring SLA is met
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client and Boldr team.
• Proactively 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 expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product, service and industry trends knowledge
• Work closely with the client and Boldr team to support the troubleshooting documentation for both internal and external users in both English and Spanish.
• Assist potential customers with presales inquiries, providing detailed information about product features and subscription options.
• Take on additional tasks or responsibilities when required to meet team objectives.

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
• Proactive and self-motivated
• Strongly 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 shifts

YOU HAVE…

• At least a bachelor’s degree in any Tech Support field.
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters
• Availability/Flexibility to travel (US Visa is preferred)

Plus Requirements

• A+ Certification (preferred)
• 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.

IN THE EVENT THAT TRAVELING IS REQUIRED:

• Availability
• Travel availability will be discussed during the hiring process. Boldr/Golfzon will make every effort to schedule travel during business hours, however, there may be instances where it will fall outside of the regular schedule. This will not be considered overtime, so the monthly cost will remain unchanged, even if travel occurs beyond standard working hours.
• Booking
• While Golfzon is responsible for covering all costs associated with the team member’s trip, Boldr can collaborate with Golfzon to explore booking options that are convenient for both parties.
• A daily per diem will be provided by Boldr and charged to the client in the following month’s invoice. The exact amount is to be determined, but it typically ranges between $60–$80 USD per day.