Technical Support Representative

**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 Representative 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 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**- Installs, modifies, and makes minor repairs to computer hardware and software systems.- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.- Maintains system functionality by testing computer components.- Helps design and implement networks.- Consults with users to determine appropriate hardware and software needs and assists in placing orders.- Tests compatibility of new programs with existing ones.- Gathers data to identify and evaluate technical purchasing options.- Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.- Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.- Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.- Maintains system capability by testing computer components.- Carries out software, network, and database performance tuning.- Documents hardware and software updates.- Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.- Prepares reference material for users by drafting operation instructions**Requirements**:**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 in providing technical support: 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 initiatives and collaborating on projects.- Take initiative and identify areas of opportunity that you can contribute 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.