Technical Support Specialist

hace 4 días

Mérida, Yucatán, México Boldr A tiempo completo
About Boldr

Boldr is a global B-Corp dedicated to delivering exceptional client experiences while creating access to meaningful work in communities worldwide.

We are a diverse team united by our desire to connect people with common values and create boldr impact.

Our Values
  • Authenticity: We build meaningful connections by being true to ourselves and others.
  • Curiosity: We drive our best work by being curious and open to new ideas.
  • Dynamism: We grow by embracing change and staying adaptable.
  • Ambitious Vision and Operational Excellence: We combine our ambition with operational excellence to achieve success.
  • Empathy: At the heart of great partnerships, we find empathy and understanding.
About the Role

This position is responsible for providing hands-on technical support, feature explanations, and best practice guidance for our product.

The Technical Support Representative work environment is fast-paced, and we're looking for someone who can thrive in this climate.

A successful Technical Support associate operates efficiently, maintains composure, exhibits professionalism, understands our services, and delivers exceptional client satisfaction.

What We're Looking For
  • Impact-Driven Individuals: We're looking for people who are passionate about helping Boldr grow and achieve our Purpose.
  • Technical Support Experience: 2+ years of experience in providing technical support, preferably via email and chat.
  • Technical Knowledge: General knowledge of web-based and mobile apps, with experience in installing and uninstalling apps from phones and computers.
  • Client Satisfaction: Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed client expectations.
  • Adaptability: Ability to thrive in a dynamic and evolving environment.
  • Metrics-Driven: Proven ability to handle a high volume of customer interactions.
  • Conflict Resolution: Strong conflict resolution skills and even temperament in challenging situations.
  • Communication: Native or near-native written and spoken English, with the ability to properly understand and convey tone via written communications.
  • Problem-Solving: Creative problem-solving skills and impeccable judgment.
  • Empathy: Loads of empathy and a proactive attitude.
What You'll Do
  • Install, modify, and repair computer hardware and software systems.
  • Resolve technical requests or problems and troubleshoot technical and process issues to maintain productivity.
  • Maintain system functionality by testing computer components.
  • Help design and implement networks.
  • Consult with users to determine hardware and software needs and assist in placing orders.
  • Maximize computer systems capabilities by studying technical applications and making recommendations.
  • Test compatibility of new programs with existing ones.
  • Gather data to identify and evaluate technical purchasing options.
  • Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
  • Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
  • Install software and necessary applications for workflow.
  • Train users on new software in person or through tutorial channels.
  • Maintain system capability by testing computer components.
  • Carry out software, network, and database performance tuning.
  • Document hardware and software updates.
  • Stay up-to-date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
  • Prepare reference material for users by drafting operation instructions.

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