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Technical Support Specialist
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**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**
This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support associate work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.
A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.
**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.
**WHAT WILL YOU DO**
- Educating customers and users on how to use the partner’s products and services.
- Escalating bugs or issues with our web and mobile apps to the partner’s development team and follow up with the users once the issue is resolved.
- Identify trending issues and report them to the team.
- Follow up with users who provided an unsatisfactory customer service rating.
**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**
- Experience installing and uninstalling apps from phones and computers.
- General knowledge of how web-based and mobile apps work.
- Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
- Ability to thrive in a dynamic and evolving environment - must be adaptable.
- Metrics-driven and proven ability to handle a high volume of customer interactions.
- Strong conflict resolution skills and even temperament in challenging situations.
- Native or near-native written and spoken English.
- Ability to properly understand and convey tone via written communications.
- Creative problem-solving skills.
- Impeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
- Loads of empathy - you genuinely care
- Proactive attitude and ability to work with limited supervision.
**Plus Requirements**
- Support the team by executing on initiatives and collaborating on projects.
- Take initiative and identify areas of opportunity that you can contribute with to help the team as it grows.
- Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
- Flexible work schedule.
- Passion for Customer Experience.
- A proven ability to work remotely as part of a team but also with little direction is highly desired.
