IT Support Analyst providing frontline technical support for Windows and Mac users. Diagnosing and troubleshooting hardware and software issues in a hybrid environment.
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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