Technical Support Specialist Administrator

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

We are looking for a Support administrator to help provide unparalleled support and guidance to

customers. You will use playbooks, and critical thinking to troubleshoot to give clear, concise,

accurate, and root cause-focused solutions to our customers. You will assist in performing

documented data ingestions to assist product reliability for our users.

You have technical support experience, a love of problem-solving, and are driven to help reduce

fresh food waste in the grocery industry!

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.

Requirements

WHAT WILL YOU DO

• Resolve large volumes of customer tickets with clear, concise, root cause-focused, and empathetic communication
• Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the companyʼs mission to reduce food waste.
• Perform manual data ingestions which require ownership, diligence, dependability, and high attention to detail.
• Monitor alerts by resolving them and mitigating customer-facing issues.
• Close the loop on issues ensuring our customersʼ issues are fully resolved, tested on the front end, and guidance is given swiftly and empathically
• Conduct continuous ticket quality assurance, reflecting on your own, and your peersʼ resolution effectiveness.
• Deeply understand Boldr's customers' needs, and how Boldrʼs different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
• Grow with the organization and Boldrʼs needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.

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…

• BSc IT/Computer Science or similar, or previous technical support experience (Required).
• Be able to read, and write SQL
• Have clear communication skills, by being able to articulate and collect data points (written and spoken)
• Strong strategic and analytical skills with exceptional execution and problem-solving capabilities.
• Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
• An uncanny ability to identify patterns and trends in tickets.
• A quick, decisive, and kind demeanor under pressure.
• Clear, concise, empathetic writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs.
• Organized and self-motivated tendencies, and are comfortable operating within ambiguity.

Benefits

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave