Technical Support Specialist

hace 3 semanas

Monterrey, Nuevo León, México Boldr A tiempo completo
About Boldr
Boldr is a 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 aim to employ over 5,000 people by 2027.

Job Role
This position has primary responsibilities for providing hands-on technical support, troubleshooting, and guidance for our product. The technical support representative works in a fast-paced environment, providing support to customers, partners, and colleagues. A successful technical support associate operates efficiently, maintains composure, exhibits professionalism, understands our services, and delivers the highest level of client satisfaction.

Responsibilities
- Installs, modifies, and repairs computer hardware and software systems.
- Resolves technical issues and troubleshoots problems to maintain productivity.
- Tests computer components and maintains system functionality.
- Designs and implements networks and consults with users to determine hardware and software needs.
- Tests compatibility of new programs with existing ones and gathers data to identify technical purchasing options.
- Confirms program objectives and specifications by testing new programs and making modifications.
- Evaluates vendor-supplied software and trains users on new software in person or through tutorial channels.
- Maintains system capability and documents hardware and software updates.
- Keeps up-to-date on technical advancements and prepares reference material for users.

Requirements
- Curious and authentic, with an analytical and critical thinking approach.
- Experience in providing technical support, general knowledge of web-based and mobile apps, and passion for creating exceptional customer experiences.
- Ability to thrive in a dynamic environment, handle a high volume of customer interactions, and resolve conflicts effectively.
- Native or near-native written and spoken English and ability to properly understand and convey tone via written communications.
- Creative problem-solving skills, impeccable judgment, and loads of empathy.
- Proactive attitude and ability to work with limited supervision.

Additional Requirements
- Support the team by executing initiatives and collaborating on projects.
- Take initiative and identify areas of opportunity to contribute to the team's growth.
- Acquire valuable customer insights and share them with the team to improve education and experience.

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