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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 experience

🏢 Company: Boldr

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SQLAnalytical SkillsProblem SolvingCustomer serviceAttention to detailWritten communication

Requirements:
  • You have 3+ years of technical support experience primarily supporting customers via email and chat.
  • You possess general knowledge of how web-based and mobile apps work.
  • You have a general knowledge and experience of SQL and databases.
  • You are knowledgeable about SaaS products (Software as a Service).
  • You have working knowledge of Datadog or other log-monitoring software.
  • You show passion in creating exceptional customer experiences and thrive in dynamic environments.
  • 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.
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 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.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Engage in knowledge-sharing sessions with the team and assist in onboarding new team members.
  • Develop a deep understanding of the client's products and services.
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  • Respond to customer inquiries and alerts in a timely and professional manner according to agreed SLAs.
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