Job Description
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
As a Senior Technical Support Advocate, you will become an expert in all of the company’s products and provide hands-on technical troubleshooting, feature explanation, and best practice guidance in a fast-paced, high-volume environment.
You will work closely with teammates, engineers, and other internal stakeholders to ensure accurate diagnosis and timely resolution of user issues, while maintaining professionalism, composure, and a strong focus on customer 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, Dynamic, and Authentic.
WHAT WILL YOU DO
- Become an expert in all of the company’s products.
- Respond to user support cases in a high volume environment.
- Clearly and empathetically communicate with a wide range of user personas.
- Prioritize critically and comfortably adapt to an ever-evolving product landscape.
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
- Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates.
- Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
- Diagnose, address, and resolve technical issues efficiently and accurately.
- Escalate complex issues to higher-level support following established processes.
- Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved.
- Participate in training sessions to enhance technical skills and product knowledge.
- Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
- Maintain productivity, quality, and customer satisfaction metrics.
Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
- Curious and authentic, just like us! #beboldr
- Passionate about client satisfaction and customer experience.
- Comfortable working in a dynamic and evolving technical environment.
- Professional and composed in challenging situations.
- Able to manage multiple priorities within defined processes and expectations.
YOU HAVE…
- 2+ years of experience with high volume product support, preferably in a second tier or escalated support team.
- Demonstrated ability to thrive in fast-paced, reactive situations.
- Strong user empathy and understanding of the lifecycle of a support case.
- Crisp but kind written communication skills and deep attention to detail.
- Experience supporting SaaS products.
- General knowledge of how web-based and mobile applications work.
- Proficiency in CRM software and customer service platforms.
- Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
- Ability to quickly learn and navigate new technology, systems, and applications.
- Experience contributing to the foundations of a support team and sharing process improvement ideas.
Salary range: CAD 3,358.33 - 4,200.00
