Senior Technical Support Advocate
Employment Information
Job Description
Technical Support Specialist delivering remote Tier 2 support for customer inquiries and technical issues. Collaborating with teams to resolve complex problems and ensure customer satisfaction.
Responsibilities:
- Provide technical support to customers via phone, email and chat
- Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs
- Provide remote Tier 2 support to customers with anything related to their simulator and its components functionality.
- Triage incoming requests and spot trends in customer issues to flag for the wider team
- Interact with customers and clients to provide tech support and address any concern with the highest degree of empathy, courtesy, and professionalism.
- Log, manage, and follow up on all customer support tickets by ensuring SLA is met
- Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
- Perform ad hoc tasks when requested by the client and Boldr team.
- Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting.
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Identify opportunities and recommendations for continuous process improvement
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on product, service and industry trends knowledge
- Work closely with the client and Boldr team to support the troubleshooting documentation for both internal and external users in both English and Spanish.
- Assist potential customers with presales inquiries, providing detailed information about product features and subscription options.
- Take on additional tasks or responsibilities when required to meet team objectives.
Requirements:
- At least a bachelor’s degree in any Tech Support field.
- At least 3 years of working experience in Technical Support is required
- Excellent English communication skills
- Willingness to learn about how networks and IT technology behave and operate
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to different types of characters
- Availability/Flexibility to travel (US Visa is preferred)
- ****
- Plus Requirements
- A+ Certification (preferred)
- 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.
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