Technical Support Advocate T1

New

BoldrSaaS / Customer Experience

PhilippinesFull-TimeEntry

Salary not disclosed

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Job Details

2 years of SaaS customer or technical support experience, preferably in technology or SaaS environments.
Familiarity with help desk or ticketing systems (Intercom experience a plus).
Familiarity with website-building tools, content management systems, or presentation software.
Strong technical aptitude for troubleshooting digital platforms and web-based apps.
Excellent written communication skills with the ability to explain technical concepts clearly.
Comfortable navigating multiple software applications simultaneously.
Strong collaboration and verbal communication skills for internal teamwork.
Patience, empathy, and active listening skills to understand customer needs.
Strong organizational and time management skills.
Proficiency for data analysis and process/operations improvement.
Detail-oriented with a proactive approach to problem-solving.

Respond to customer inquiries via chat and email support channels using the Intercom platform.
Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools.
Provide accurate, timely solutions with a professional and empathetic tone.
Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
Escalate complex technical issues to tier 2 support or development teams.
Educate users on platform capabilities and best practices for creating presentations and websites.
Maintain high standards of response time, accuracy, and customer satisfaction.

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