Senior Technical Support Advocate
Posted 22 days ago
You'll complete your application on Boldr's career site.
About the Role
This firm operates as an international outsourcing and global talent provider. As a certified B Corporation, the business prioritizes ethical practices and establishes specialized teams that function as integrated partners for their clients. Their service offerings span customer support, technical assistance, engineering, and data management, specifically catering to the SaaS and eCommerce sectors. The organization is dedicated to generating mutual value for clients, staff, and local communities, with a core mission centered on social impact and sustainability. They manage partnerships with more than 100 global clients and cultivate a workplace culture rooted in professional excellence, inclusivity, and purpose.
Requirements
- You need a minimum of three years in a technical support role, specifically focusing on chat and email channels.
- You should have a foundational understanding of mobile and web application architecture, SaaS products, and database principles such as SQL.
- You must be familiar with web-based diagnostic utilities like REST APIs and Chrome DevTools, and have practical experience with log-monitoring platforms similar to Datadog.
- You must exhibit sharp analytical and problem-solving abilities, combined with high precision and attention to detail.
- You require advanced fluency in written and spoken English and the ability to maintain a professional demeanor in all written interactions.
- You should be data-oriented, able to manage large quantities of support requests, and capable of performing in a remote, fast-paced setting with minimal oversight.
Responsibilities
- You will deliver complete technical guidance to users via phone, chat, and email, prioritizing written correspondence.
- You will identify, troubleshoot, and solve technical problems in a timely manner while meeting established service level targets.
- You will hand off complicated matters to advanced support tiers and stay informed on new technologies and shifting internal workflows.
- You will attend training sessions to grow your skill set, contribute your knowledge to your peers, and help train incoming staff members.
- You will collect feedback from users to increase product literacy and improve user satisfaction, while working with teammates on projects to achieve business goals.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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