Support Engineer

hace 1 mes

Desde casa, México Boldr A tiempo completo

**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 Specialist to help provide unparalleled support and guidance to customers. You will quickly and effectively resolve complex customer inquiries that arise with our solutions, investigating and troubleshooting using your knowledge of SQL and the product. You'll also help to build and improve processes as a team, helping to develop internal dashboards, define the process for in depth investigations, and repeatable sleuthing protocol to help scale customer support function as Afresh continues to grow their customer base. You have 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 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**
- Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, Afresh engineering and product teams.
- Investigate tricky customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving Afresh’s mission to reduce food waste.
- Help to build and improve upon Afresh’s debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
- Deeply understand Afresh's customers' needs, how Afresh’s different Partners' needs differ, delighting customers and serving as the voice of the customer back to Afresh.
- Grow with the organization and Afresh’s 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
- Able to complete regularly scheduled reports
- Able to motivate the team to meet the daily targets
- Committed to excellent client service
- Willing to work on different shifts
- Very keen with details
- Upbeat and Energetic

**Requirements**:
**YOU HAVE**
- 1+ years of experience in technical customer support.
- 3+ years of experience working with databases and SQL, both writing and understanding queries, and familiarity with data stores and databases.
- 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.
- Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases.
- Organized and self-motivated tendencies, and are comfortable operating within ambiguity.
- Experience in retail or grocery preferred, but not required.
- This position is more focused on technical support with experience in databases or data analysis.

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