Senior Technical Support Advocate

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 responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders.

This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment.

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

• Provide technical support to customers via email and other written channels (no phone support)
• Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs, managing a high-volume ticket queue
• Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug
• Escalate confirmed product bugs to the engineering team, with clear and complete documentation
• Use AI-assisted support tools to help draft and speed up responses
• Keep up to date with ever-changing technologies, including adapting quickly to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Take part in knowledge-sharing sessions with the team and assist in training new team members
• Gain a deep understanding of the client's product and mobile app to provide informed, accurate support
• Collaborate with cross-functional teams, mainly to clarify expected product behavior versus a reportable bug
• Take on additional tasks or responsibilities when required to meet team objectives

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
• Comfortable working independently, with limited day-to-day supervision
• Proactive, taking ownership without being asked

YOU HAVE…

• 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead)
• Primarily supported customers via email and other written channels
• Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role
• General knowledge of how web-based and mobile applications work
• General knowledge and experience with SaaS products
• Experience using ticket-tracking tools such as Zendesk and Jira
• Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering
• Proven ability to ramp quickly into a new, technical product, contributing within a few weeks and reaching full productivity within 3-4 months
• Metrics-driven, with a proven ability to handle a high volume of customer interactions
• Creative problem-solving skills and impeccable judgment in ambiguous situations
• Proactive attitude and ability to work with limited supervision
• Ability to thrive in a dynamic and evolving environment
• Loads of empathy – you genuinely care!

Plus Requirements

• Comfort adopting AI-assisted workflows in day-to-day support
• Proven ability to work remotely as part of a team, with little direction
• Proficient in English, written and spoken

Originally posted on Himalayas