IT Client Services role providing Tier 1 - 3 support for software, hardware, and meeting technology issues. Involvement in user education and asset management within an inclusive workplace.
About the role
- Technical Support Advocate providing hands-on support for Boldr's platform issues. Troubleshooting and resolving technical challenges while ensuring customer satisfaction.
Responsibilities
- Act as a problem-solver: understand customer needs, troubleshoot technical issues, and follow up to ensure resolution
- Provide technical support to customers via email, chat, and other support channels
- Guide customers through platform features and workflows as part of troubleshooting and support interactions
- Build strong platform knowledge to support effective troubleshooting and customer issue resolution
- Diagnose, address, and resolve technical issues efficiently and accurately
- Investigate platform functionality issues, login/access concerns, workflow blockers, and compatibility issues
- Test and validate platform functionality following product releases to identify potential issues impacting customers
- Support troubleshooting of third-party integrations and compatibility issues with external tools
- Reproduce customer-reported bugs and clearly document findings for escalation to Product or Engineering
- Escalate complex issues to higher-level support when needed
- Contribute to support resources such as help articles, troubleshooting guides, and internal documentation
- Assist in documenting technical workflows, troubleshooting steps, and escalation paths for recurring incidents
- Collect customer feedback, identify recurring issues, and share insights with Product and Engineering teams
- Log support requests and keep internal teams updated on issue status and customer impact
- Meet personal and team goals such as CSAT, response times, and SLA expectations while keeping customer satisfaction a top priority
- Collaborate with and support team members when assistance is needed
- Take on additional tasks or responsibilities when required to meet team objectives
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with strong problem-solving skills and attention to detail
- Passionate about customer satisfaction and delivering exceptional support experiences
- Comfortable troubleshooting technical and platform-related issues in a fast-paced SaaS environment
- A clear communicator who can explain technical concepts in a simple, practical way
- Adaptable, proactive, and able to work independently with limited supervision
- Collaborative and team-oriented, always ready to support colleagues when needed
- 2+ years of relevant experience in a SaaS, Tech, or Technical Support environment
- 2+ years of experience in technical customer support on SaaS support environments
- Proven ability to provide exceptional technical customer support
- Strong communication and collaboration skills, with a bias for clarity and action
- Experience with a modern support stack such as Zendesk, Guru, Slack, and JIRA
- Analytical, curious, and adaptable, you seek solutions, not perfection
- General knowledge of how web-based and mobile applications work
- Ability to diagnose and troubleshoot customer-reported technical issues
- Comfortable operating in a fast-moving, growth-stage environment
- Able to work independently with little supervision in a remote environment
- Metrics-driven with the ability to manage ticket volume and response SLAs
- Experience supporting integrations and technical escalations
- Experience supporting SaaS platforms in a technical customer support role
- Passion for customer experience and technical problem-solving
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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