SaaS Technical Support Specialist T3

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for handling customer support requests and resolving technical issues regarding the clients products and services. In this role, you will work across email, chat, and calls to address customer inquiries, troubleshoot product issues, and deliver accurate, timely resolutions in line with the client's quality and service standards. You will collaborate with internal teams to resolve complex or escalated issues and ensure a consistent, high-quality customer experience. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

Customer support & resolution

• Provide first and second-level technical support to customers via email as the primary channel, with Beacon chat and calls as needed.
• Troubleshoot and resolve technical issues related to workflow configurations, automation logic, email deliverability, integrations, and account management.
• Communicate resolution timelines, status updates, and next steps to customers in a clear and professional manner.
• Maintain high standards of accuracy, responsiveness, and customer satisfaction, with the targeted resolution time.

Technical problem solving

• Investigate and reproduce potential product bugs, document findings accurately, and escalate through the appropriate channels.
• Assist customers with workflow and automation setup, including trigger, condition, and action logic within the platform.
• Support customers with email infrastructure questions, including deliverability troubleshooting related to SPF, DKIM, and DMARC.
• Help customers understand and implement Beacon JavaScript API customisations by reading and reasoning through code snippets.
• Handle billing and account-related inquiries, including plan changes, usage questions, and upgrade or downgrade decisions.

Voice of the customer & continuous improvement

• Document feature requests and recurring issues with sufficient detail to support review and action by relevant internal teams.
• Identify patterns in support requests and recommend process or documentation improvements to drive continuous improvement.
• Build and maintain knowledge base articles and internal SOPs to support consistent issue resolution across the team.
• Collaborate with internal teams as needed to resolve complex or escalated issues and ensure a timely customer outcome.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 
• A clear, professional, and customer-focused communicator.
• Detail-oriented with strong problem-solving and troubleshooting skills.
• Curious about technology and motivated to continuously learn.
• Proactive in identifying issues and recommending solutions.
• Able to manage multiple priorities while maintaining accuracy and quality.
• Collaborative with customers and teammates, and comfortable working independently.

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Hands-on experience with at least one help desk or ticketing platform such as Zendesk, Intercom, Freshdesk, or Gorgias.
• Working knowledge of workflow and automation logic, including setting up triggers, conditions, and actions in a rules-based system.
• Familiarity with email infrastructure fundamentals including SPF, DKIM, and DMARC, and the ability to troubleshoot deliverability issues.
• Basic proficiency in HTML and CSS sufficient to assist customers with help centre customisation.
• Ability to read and reason through JavaScript snippets, particularly in the context of customer-facing API configurations.
• 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

NICE TO HAVE…

• Experience with API integrations and webhooks, particularly with platforms such as Salesforce, HubSpot, Slack, or Jira.
• Familiarity with AI-powered support tools, including experience evaluating response quality or configuring agent behaviour.
• Prior experience in a SaaS product support environment with a quality-over-volume support model.