Senior Support Engineer dealing with complex technical inquiries while supporting the 2nd Level Support at Delegate Technology. Collaborating closely with the Core Products Team and analyzing system behavior.
About the role
- Shift Lead responsible for managing the technical support team at Boldr. Delivering training, support, and exceptional client service in a hybrid work environment.
Responsibilities
- Monitor attendance and people concerns of all team members
- Ensure that team members are properly trained and working consistently to meet client needs
- Support the team during weekends, monitor their attendance and people's concerns.
- Ensure that the team meets company and client-specific KPI targets through product/service training
- Help hire and onboard new team members
- Identifying risks and forming contingency plans as soon as possible.
- Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
- Keeping up-to-date with industry trends and developments.
- Updating work schedules and performing troubleshooting as required.
- Motivating staff and creating a space where they can ask questions and voice their concerns.
- Being transparent with the team about challenges, failures, and successes.
- Relay consistent issues to the Client Experience Manager in a timely and efficient manner
- Answer customer questions over email and live chat.
- Deliver excellent customer service to our customers.
- Become a product expert.
- Work closely with the customer success, product, management, and engineering teams.
- Be familiar with the client’s key contacts, unique requirements, and operating processes
- Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
- Understand, investigate, and solve any complex client requests or complaints
Requirements
- Excited about learning and developing relationships with clients
- Analytical and a problem solver
- Able to multitask and prioritize
- Adaptable to change and attentive to detail
- Able to work well in a team environment
- Able to reduce frustration on heated topics by being solutions-oriented
- Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions
- Bachelor’s degree in computer science, product management or developer bootcamps.
- 1 year of supervisory experience in leading a tech team / coaching.
- At least 1 year of BPO (Customer Service or Sales) experience
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent technical, diagnostic, and troubleshooting skills.
- Strong leadership and organizational abilities.
- Willingness to build professional relationships with staff and clients.
- Excellent verbal and written communication skills, and interpersonal skills.
- An ability to understand and communicate complex ideas to clients
- 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 customers with diverse backgrounds
- Ability to answer product and technical questions.
- The ability to work under pressure, are proactive, and comfortable working independently, given time zone differences.
- Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
- Familiarity with tools such as GitHub, Intercom, logging platforms
- Able to work rotational shifts
- Experience in a B2B technical support role and SaaS
- AI curiosity and knowledge & experience of AI tools and working with them (not a foreign concept).
- Nice to have experience with JIRA or Zendesk
- Nice to have experience with similar CRM systems
- Nice to have experience with email, push, or SMS platforms.
Benefits
- Hybrid work options
- Competitive compensation
- Paid holidays and vacation leave
- HMO
- Internet and electricity allowance
- 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
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