Senior Technical Support Advocate
New
B
BoldrSaaS software
Workable locations: Philippines, Available to work US business hours, with flexibility based on operational needs.Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Proficient in English written and spoken.
- Experience
- 3+ years of technical support experience
- Required Skills
- SQLRESTful APIsWritten communicationSaaSDatadogTechnical supportCustomer support
Requirements
- Have 3+ years of technical support experience, primarily supporting customers via email and chat.
- Have general knowledge of how web-based and mobile apps work.
- Have proven experience with technical, internet-based tools, including Chrome DevTools, REST APIs, and other web development tools.
- Have general knowledge and experience of SaaS products.
- Be available to work US business hours, with flexibility based on operational needs.
- Be proficient in written and spoken English.
- Be metrics-driven and able to handle a high volume of customer interactions.
- Have strong conflict-resolution skills and an even temperament in challenging situations.
- Communicate technical solutions clearly in writing to users with varying technical backgrounds.
- Have creative problem-solving skills and the ability to make fact-based decisions in ambiguous situations.
- Have a proactive attitude and be able to work with limited supervision.
- SQL and databases, and working knowledge of Datadog or other log-monitoring software, are plus requirements.
Responsibilities
- Provide technical support to customers via phone, email, and chat, with a primary focus on email-based support.
- Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs.
- Diagnose, address, and resolve technical issues efficiently and accurately.
- Escalate complex issues to higher-level support.
- Keep up to date with changing technologies and adapt quickly to process changes.
- Participate in training sessions to enhance technical skills and knowledge.
- Share knowledge with the team and assist in training new team members.
- Develop a deep understanding of the client’s products and services.
- Collaborate with and support team members when assistance is needed.
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