Senior Technical Support Advocate

Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world. As a Technical Support Specialist, you will be responsible for interacting with customers and clients to address inquiries and remotely access simulator systems to resolve technical issues.

Requirements

• Provide technical support to customers via phone, email, and chat
• Respond to customer inquiries and alerts in a timely and professional manner
• Provide remote Tier 2 support to customers with simulator and its components functionality
• Triage incoming requests and spot trends in customer issues
• Interact with customers and clients to provide tech support and address any concern with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks and provide answers to product-related questions and troubleshooting
• 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
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product, service, and industry trends knowledge
• Work closely with the client and Boldr team to support the troubleshooting documentation for both internal and external users
• Assist potential customers with presales inquiries
• Take on additional tasks or responsibilities when required to meet team objectives

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance