Trainer developing and maintaining HVAC training programs for Granite Group Wholesalers. Responsible for facilitating training and evaluating effectiveness of educational materials.
About the role
- Technical Support Specialist resolving customer technical queries and collaborating with various teams at Boldr. Passionate about providing outstanding client satisfaction and improving product processes.
Responsibilities
- Own complex technical queries and act as a trusted advisor to both customers and internal teams
- Drive improvements in product, processes, and peer development
- Collaborate with various teams to handle customer needs and provide excellent customer service promptly and professionally
- Compose thoughtful, personalized responses to customer requests with experience in chat, email, and/or video-based customer support
- Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed
- Triage incoming requests and spot trends in customer issues to flag for the wider team
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
- Support 60-70 customers per week, providing efficient and meaningful support
- Log, manage, and follow up on all customer support tickets
- Perform problem-solving tasks, provide answers to product-related questions and troubleshooting
- Ensure that issues are properly documented, prioritized, tracked, and resolved
- Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more)
- Proactively monitor client’s dashboards and platforms, reaching out to customers who need extra support with troubleshooting
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on product and service knowledge
- Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
- Navigate ambiguity using structured thinking, creativity, and a strong product mindset
- Act as a mentor providing feedback, initiating upskilling, and modeling best practices
- Coach peers through tough tickets while flagging trends that impact Support
- Share insights and improvements to help evolve how our team supports customers and collaborates internally
Requirements
- 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
- Proactive and self-motivated
- Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
- Amenable to work on rotating shifts
- YOU HAVE…
- At least a bachelor’s degree in any field you’re passionate about!
- Technical Support experience with 3–5 years in customer support and 1–2 years in SaaS, B2B, or complex product environments.
- Experience using Intercom, or similar SaaS platforms**Experience in chat, email, and/or video-based customer support.
- Display strong communication skills and are able to break down complex topics for non-technical users.
- Technically Fluent and confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- Self-Directed and can plan your workload based on urgency and impact.
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Curious and AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to different types of character.
- Strong troubleshooting skills using logs, product tools, and impersonation features
- A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.
- Comfort working in fast-paced, dynamic environments where product updates are frequent
- NICE TO HAVES (NOT REQUIRED)…
- Comfort with tools like GitHub, logging platforms, or browser dev tools.
- A passion for teaching, mentoring, or leveling up others in your team.
- Previous experience in a fast growing startup environment
Benefits
- Competitive compensation
- vacation leave
- HMO
- Training and development programs
- Joining a team that contributes to meaningful, high-impact projects across different areas
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
HVAC Trainer & Technical Support at Granite Group Wholesalers developing and implementing training for HVAC products. Facilitating learning delivery and maintaining educational materials for internal teams and customers.
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