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Senior Technical Support Advocate
Location
Worldwide
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Senior Technical Support Advocate
Boldr
Role Description This position has primary responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders. This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment. Qualifications - 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead) - Primarily supported customers via email and other written channels - Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role - General knowledge of how web-based and mobile applications work - General knowledge and experience with SaaS products - Experience using ticket-tracking tools such as Zendesk and Jira - Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering - Proven ability to ramp quickly into a new, technical product, contributing within a few weeks and reaching full productivity within 3-4 months - Metrics-driven, with a proven ability to handle a high volume of customer interactions - Creative problem-solving skills and impeccable judgment in ambiguous situations - Proactive attitude and ability to work with limited supervision - Ability to thrive in a dynamic and evolving environment - Loads of empathy – you genuinely care! Requirements - Comfort adopting AI-assisted workflows in day-to-day support - Proven ability to work remotely as part of a team, with little direction - Proficient in English, written and spoken Company Description Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
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