### **A LITTLE BIT ABOUT Boldr** * 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. ### **LET’S START WITH OUR VALUES** * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships we’ll always find EMPATHY ### **WHAT IS YOUR ROLE** This position has primary responsibilities for providing hands\-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast\-paced environment. A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs and delivers the highest level of client satisfaction. ### **WHY DO WE WANT YOU** We are currently looking for impact\-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic. ### **WHAT WILL YOU DO** * Installs, modifies, and makes minor repairs to computer hardware and software systems. * Resolves tickets representing staff\-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. * Maintains system functionality by testing computer components. * Helps design and implement networks. * Consults with users to determine appropriate hardware and software needs and assists in placing orders. * Maximizes computer systems capabilities by studying technical applications and making recommendations. * Tests compatibility of new programs with existing ones. * Gathers data to identify and evaluate technical purchasing options. * Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications. * Evaluates vendor\-supplied software by studying user objectives and testing software compatibility with existing hardware and programs. * Installs software and necessary applications for workflow. * Trains users on new software in person or through a variety of tutorial channels, including self\-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers. * Maintains system capability by testing computer components. * Carries out software, network, and database performance tuning. * Documents hardware and software updates. * Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies. * Prepares reference material for users by drafting operation instructions * Support other team members to ensure program success **Requirements** ### **WHAT WE’LL LIKE ABOUT YOU** **YOU ARE…** * Curious and authentic, just like us! \#beboldr * An analytical and critical thinker, with an eye for even the most minute of details * Passionate about client satisfaction **YOU HAVE…** * 2 years of technical support experience: Preferably supporting customers via email and chat. * Experience in providing technical support: installing and uninstalling apps from phones and computers. * General knowledge of how web\-based and mobile apps work. * Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. * Ability to thrive in a dynamic and evolving environment – must be adaptable. * Metrics\-driven and proven ability to handle a high volume of customer interactions. * Strong conflict resolution skills and even temperament in challenging situations. * Native or near\-native written and spoken English. * Ability to properly understand and convey tone via written communications. * Creative problem\-solving skills. * Impeccable judgment – the ability to make fact\-based decisions that support desired outcomes, particularly in ambiguous situations. * Loads of empathy – you genuinely care! * Proactive attitude and ability to work with limited supervision. **Plus Requirements** * Support the team by executing initiatives and collaborating on projects. * Take initiative and identify areas of opportunity that you can contribute to help the team as it grows. * Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life. * Flexible work schedule. * Passion for Customer Experience. * A proven ability to work remotely as part of a team but also with little direction is highly desired.