Technical Support Advocate T1 at Boldr

Worldwide

<p></p><p>A LITTLE BIT ABOUT Boldr</p><p></p><ul><li>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.</li><li>We are a global team, united by our desire to connect diverse people with common values for boldr impact. </li><li>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.</li></ul><p></p><p>LET’S START WITH OUR VALUES</p><p></p><ul><li>Meaningful connections start with AUTHENTICITY</li><li>We do our best work by being CURIOUS</li><li>We grow by remaining DYNAMIC</li><li>Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE </li><li>At the heart of great partnerships we’ll always find EMPATHY</li></ul><p></p><p>WHAT IS YOUR ROLE</p><p>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.</p><p> </p><p>A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs and delivers the highest level of client satisfaction.</p><p></p><p>WHY DO WE WANT YOU</p><p></p><p>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.</p><p></p><p>WHAT WILL YOU DO</p><p></p><ul><li>Installs, modifies, and makes minor repairs to computer hardware and software systems.</li><li>Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.</li><li>Consults with users to determine appropriate hardware and software needs.</li><li>Maximizes computer systems capabilities by studying technical applications and making recommendations.</li><li>Tests compatibility of new programs with existing ones.</li><li>Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.</li><li>Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.</li><li>Installs software and necessary applications for workflow.</li><li>Trains users on new software through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.</li><li>Maintains system capability.</li><li>Carries out software, network, and database performance tuning.</li><li>Documents hardware and software updates.</li><li>Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.</li><li>Prepares reference material for users by drafting operation instructions</li><li>Support other team members to ensure program success</li></ul> <p></p><p>WHAT WE’LL LIKE ABOUT YOU</p><p></p><p> YOU ARE…</p><p></p><ul><li>Curious and authentic, just like us! #beboldr </li></ul><ul><li>An analytical and critical thinker, with an eye for even the most minute of details</li><li>Passionate about client satisfaction</li><li>Available to work US business hours and weekends, with flexibility based on operational needs.</li></ul><p></p><p>YOU HAVE…<br /><br /></p><ul><li>2 years of technical support experience (including support on the user-facing end): Preferably supporting customers via email and chat. </li><li>Experience in providing technical support :installing software and programs on a computer and/or phone; technical know-how to solve bugs, and resourcefulness to find solutions</li><li>Intermediate-level knowledge of how web-based and mobile apps work. </li><li>Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. </li><li>Ability to thrive in a dynamic and evolving environment – must be adaptable.</li><li>Ability to work under pressure, meet deadlines, and work in a fast-paced environment. </li><li>Metrics-driven and proven ability to handle a high volume of customer interactions. </li><li>Strong conflict resolution skills and even temperament in challenging situations. </li><li>Native or near-native written and spoken English with excellent grammatical accuracy.</li><li>Ability to understand and explain complex and abstract concepts simply. </li><li>Ability to properly understand and convey tone via written communications.</li><li>Creative problem-solving skills. </li><li>Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations. </li><li>Loads of empathy – you genuinely care! </li><li>Proactive attitude and ability to work with limited supervision.</li><li>Ability to receive feedback and apply it quickly.</li><li>Highly attentive to detail.</li><li>Proficiency in navigating multiple resources and troubleshooting to find answers independently.</li><li>Team-player mindset - you know your stuff but also enjoy sharing it with your peers and helping them succeed.</li></ul><p><br /><br /></p><p>Plus Requirements</p><ul><li>Basic knowledge of Real Estate terms and processes</li><li>Ability to handle escalations</li><li>Take initiative and identify areas of opportunity that you can contribute to help the team as it grows. </li><li>Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life. </li><li>Flexible work schedule. </li><li>Passion for Customer Experience. </li><li>A proven ability to work remotely as part of a team but also with little direction is highly desired. </li></ul><p></p>