Support Specialist

hace 1 día

Monterrey, Nuevo León, México Boldr A tiempo completo
{"title": "Support Specialist", "content": "About Boldr

Boldr is a global B-Corp dedicated to delivering exceptional client experiences while creating access to dignified, meaningful work in communities worldwide. Our team is united by a shared desire to connect diverse people with common values for boldr impact.

Job Summary

We are seeking a Support Specialist to provide unparalleled support and guidance to our customers. As a key member of our team, you will quickly and effectively resolve complex customer inquiries, investigating and troubleshooting using your knowledge of SQL and our product.

Key Responsibilities
  • 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.
Requirements
  • 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.
", "lang_code": "en-US"}

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