Senior Technical Support Advocate

1 month, 3 weeks ago
Junior
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Become an expert in all company products and provide feature guidance and best-practice support.
  • Respond to user support cases in a high-volume environment.
  • Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
  • Diagnose, address, and resolve technical issues efficiently and accurately.
  • Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues.
  • Escalate complex issues to higher-level support following established processes.
  • Perform investigation and problem tracking to ensure issues are prioritized, documented, tracked, and resolved.
  • Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
  • Provide suggestions to improve user satisfaction, support processes, and operational efficiency.
  • Maintain productivity, quality, and customer satisfaction metrics.

Requirements

  • 2+ years of experience with high-volume product support, preferably in a second-tier or escalated support team.
  • Experience supporting SaaS products.
  • General knowledge of how web-based and mobile applications work.
  • Proficiency in CRM software and customer service platforms.
  • Strong knowledge of cloud-based applications such as Google Drive, Google Sheets, and Google Docs, as well as MS Office applications.
  • Ability to quickly learn and navigate new technology, systems, and applications.
  • Strong user empathy and understanding of the lifecycle of a support case.
  • Crisp but kind written communication skills and deep attention to detail.
  • Comfortable working in a dynamic and evolving technical environment.
  • Ability to manage multiple priorities within defined processes and expectations.
  • Experience contributing to the foundations of a support team and sharing process improvement ideas.
  • Salary range: CAD 3,358.33 - 4,200.00

Interested in this position?

Apply directly on the company website

Apply Now

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