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 bold impact.
• We employ just over a thousand team members across five countries and aim to grow to over 5,000 employees by 2027, if not sooner.

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 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, authentic, and dynamic.

What will you do

• Install, modify, and make minor repairs to computer hardware and software systems.
• Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
• Maintain system functionality by testing computer components.
• Help design and implement networks.
• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximize computer systems capabilities by studying technical applications and making recommendations.
• Test compatibility of new programs with existing ones.
• Gather data to identify and evaluate technical purchasing options.
• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Install software and necessary applications for workflow.
• Train 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.
• Maintain system capability by testing computer components.
• Carry out software, network, and database performance tuning.
• Document hardware and software updates.
• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions.
• Support other team members to ensure program success.

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.

Requirements

You have...

• 2 years of technical support experience, preferably supporting customers via email and chat.
• Experience providing technical support, including installing and uninstalling apps on phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and the ability to use challenging situations as an opportunity to exceed customer expectations.
• The ability to thrive in a dynamic and evolving environment; must be adaptable.
• A metrics-driven mindset 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.
• The ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment, with the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy; you genuinely care!
• A proactive attitude and the 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 as the team grows.
• Acquire valuable customer insights and share them with the rest of the team to improve education and create customers for life.
• A flexible work schedule.
• A passion for customer experience.
• A proven ability to work remotely as part of a team while also being able to operate with little direction.