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 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
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.
Trainer & Technical Support managing educational materials and training for HVAC products at Granite Group Wholesalers LLC. Collaborating with internal teams and providing technical support to customers and employees.
Technical Support Specialist resolving customer technical queries and collaborating with various teams at Boldr. Passionate about providing outstanding client satisfaction and improving product processes.
Tier 2 Technical Support Specialist helping a Canadian fintech streamline payment solutions and improve service through automation and documentation.
Senior Technical Analyst Lead at Allianz delivering robust, scalable solutions in life insurance systems. Leading teams and ensuring technical alignment with business goals.
Technical Support Specialist in automated door and gate systems at Ditec. Providing troubleshooting, customer support, and repairs in Oberursel.
Technical Field Support Analyst providing IT support for Canadian Blood Services operations. Responsible for coordination and management of IT support services and field operations in Brampton, Ontario.
Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
Technical Support Analyst responsible for onboarding partners and ensuring technical excellence in Digital Cash ecosystem integrations. Collaborating with internal teams and providing advanced API support in São Paulo.