Technical Support Specialist T3

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 ROLEAs a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You’ll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions. 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 YOUWe 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• Compose thoughtful, personalized responses to a variety of customer requests with experience in chat, email, and/or video-based customer support.  • Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed. • Triage incoming requests and spot trends in customer issues to flag for the wider team • Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. • Ability to support 60-70 customers per week, providing efficient and meaningful support. • Log, manage, and follow up on all customer support tickets • Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved • Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more). • Perform ad hoc tasks when requested by the client • Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting  • Ensure proper and timely escalation of issues to meet internal and external expectations • Deliver service excellence and maximize customer service and satisfaction • Work with the external team to stay updated on product and service knowledge • Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience • Navigate ambiguity using structured thinking, creativity, and a strong product mindset. • Act as a mentor providing feedback, initiating upskilling, and modeling best practices  • Coach peers through tough tickets while flagging trends that impact Support • Share insights and improvements to help evolve how our team supports customers and collaborates internally.