Technical Support Specialist T3 - job 1 of 2

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 worldwide.
• We are a global team, united by our desire to connect diverse people with shared 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

As a Technical Support Specialist, you will be responsible for interacting and help maintain relationships with some of the biggest brands in the world. You are a trusted partner to your team members and customers and share a common goal of creating customers for life. Our team’s mission is to build, deepen, and grow relationships with our customers. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals 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 YOU’LL DO

Utilize your analytical and problem-solving skills to troubleshoot various issues with stages, workflows, and integrations on the client’s platform, working cases to resolution.

Work with integration partners to help identify and resolve issues.

Submit bug reports, and work with the Engineering team to help resolve issues.

Be one of the client’s main points of contact for their customer base.

Serve as the “voice of the customer” and work side by side with the Engineering and Product teams to resolve bugs.

Partner with the Customer Success Management team to deep dive into the product and resolve technical issues.

Work on external projects that ultimately improve the client’s product and customer experience.

Maintain internal documentation/best practices and create new materials as needed.

Become a product expert.

Perform other duties as assigned by the client

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 and the tech industry

• Proactive and self-motivated

YOU HAVE…

• A BA/ BS or equivalent work experience
• At least 2-3 years of working experience in customer facing role or technical support is required
• An intense curiosity about how things work
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications

Nice to have requirements:

• Experience with Zendesk, Jira, and/or Salesforce 
• Experience with Zapier or Workato
• Understanding of SQL
• Understanding of Ruby or Python

• Private Health Insurance
• Paid Time Off
• Training & Development