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Senior Technical Support Advocate

Posted 2024-11-12

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💎 Seniority level: Senior, 3+ years

📍 Location: Philippines

🔍 Industry: Customer support and technology services

🏢 Company: Boldr

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SQLAnalytical SkillsCollaborationProblem SolvingCustomer serviceAttention to detailOrganizational skillsTime ManagementWritten communicationMultitasking

Requirements:
  • 3+ years of technical support experience, primarily supporting customers via email and chat.
  • General knowledge of web-based and mobile apps, SQL, databases, and SaaS products.
  • Working knowledge of Datadog or other log-monitoring software.
  • Strong conflict resolution skills, ability to thrive in a dynamic environment, and metrics-driven mindset.
  • Native or near-native written and spoken English with the ability to convey tone via text.
  • Creative problem-solving skills, impeccable judgment for decision-making, and loads of empathy.
  • Proactive attitude, ability to work with limited supervision, and passion for customer experience.
Responsibilities:
  • Provide technical support to customers via phone, email, and chat.
  • Respond to customer inquiries and alerts in a timely and professional manner according to agreed SLAs.
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support.
  • Keep up to date with ever-changing technologies and adapt quickly to process changes.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Conduct knowledge-sharing sessions with the team and assist in training new team members.
  • Gain a deep understanding of the client's products and services.
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  • Provide technical support to customers via phone, email, and chat.
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  • You are metrics-driven and can handle a high volume of customer interactions.
  • You possess strong conflict resolution skills and maintain composure in challenging situations.
  • You are proficient in written and spoken English with strong communication skills.
  • You demonstrate creativity in problem-solving, impeccable judgment, and empathy.
  • You have a proactive attitude and can work with limited supervision.

  • Provide technical support to customers via phone, email, and chat.
  • Respond to customer inquiries and alerts in a timely and professional manner according to agreed SLAs.
  • Diagnose and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support as needed.
  • Keep up-to-date with ever-changing technologies and adapt quickly to process changes.
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🏢 Company: Boldr

  • Curious and authentic, with 3+ years of technical support experience primarily via email and chat.
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  • Strong conflict resolution skills, empathy, and proactive attitude.
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  • Provide technical support to customers via phone, email, and chat.
  • Respond to customer inquiries and alerts in a timely and professional manner according to agreed SLAs.
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Escalate complex issues to higher-level support when necessary.
  • Keep up to date with changing technologies and adapt quickly to process changes.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Engage in knowledge-sharing sessions with the team and assist in training new team members.
  • Gain a deep understanding of the client’s products and services.

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