[Hiring] Senior Technical Support Advocate @Boldr

Role Description

As a Senior Technical Support Advocate, you will become an expert in all of the company’s products and provide hands-on technical troubleshooting, feature explanation, and best practice guidance in a fast-paced, high-volume environment.

• Work closely with teammates, engineers, and other internal stakeholders to ensure accurate diagnosis and timely resolution of user issues.
• Maintain professionalism, composure, and a strong focus on customer satisfaction.

Qualifications

• 2+ years of experience with high volume product support, preferably in a second tier or escalated support team.
• Demonstrated ability to thrive in fast-paced, reactive situations.
• Strong user empathy and understanding of the lifecycle of a support case.
• Crisp but kind written communication skills and deep attention to detail.
• 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 (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Ability to quickly learn and navigate new technology, systems, and applications.
• Experience contributing to the foundations of a support team and sharing process improvement ideas.

Requirements

• Become an expert in all of the company’s products.
• Respond to user support cases in a high volume environment.
• Clearly and empathetically communicate with a wide range of user personas.
• Prioritize critically and comfortably adapt to an ever-evolving product landscape.
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
• Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates.
• Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
• Diagnose, address, and resolve technical issues efficiently and accurately.
• Escalate complex issues to higher-level support following established processes.
• Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved.
• Participate in training sessions to enhance technical skills and product knowledge.
• Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
• Maintain productivity, quality, and customer satisfaction metrics.

Benefits

• Salary range: CAD 3,358.33 - 4,200.00