Hybrid Technical Support Specialist – T3

at Boldr

• Job title: Technical Support Specialist – T3
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, JavaScript
• Location requirements: Hybrid, Pasig, Philippines

About the role

• Technical Support Specialist addressing customer inquiries and resolving complaints for products and services. Collaborating with teams to ensure excellent customer service in the client experience department.

Responsibilities

• Interacting with customers to address inquiries and resolve complaints regarding the client’s products and services.
• Collaborating with various teams in handling the customer's needs to provide excellent customer service promptly and professionally.
• Composing thoughtful, personalized responses to a variety of customer requests
• Acting as a consultant by helping customers optimize workflows and maximize platform value
• Triaging incoming requests and spotting trends in customer issues to flag for the wider team
• Interacting with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Logging, managing, and following up on all customer support tickets
• Performing problem-solving tasks, providing answers to product-related questions and troubleshooting and ensuring that issues are properly documented, prioritized, tracked, and resolved
• Performing ad hoc tasks when requested by the client
• Proactively monitoring the client’s dashboards and platforms and actively reaching out to customers who need extra support with troubleshooting
• Ensuring proper and timely escalation of issues to meet internal and external expectations
• Identifying opportunities and recommendations for continuous process improvement
• Delivering service excellence and maximizing customer service and satisfaction
• Working with the external team to stay updated on product and service knowledge
• Collaborating with Engineering and Product teams to escalate issues and provide feedback for product improvement
• Identifying opportunities for tooling, documentation, and internal process enhancement, especially in support of AI-driven systems (e.g., Fin AI Agent)
• Contributing to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
• Representing the new way of support by embracing AI-first, adaptive support models
• Owning and troubleshooting complex technical issues involving APIs, SDKs, webhooks, or integrations using debugging tools, logs, and relevant platforms like GitHub or browser dev tools.
• Supporting peer development by mentoring teammates, modeling best practices, and sharing feedback to strengthen team capabilities.

Requirements

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts
• 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
• Strong communication skills
• Willingness to learn about how networks and IT technology behave and operate
• 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
• Experience working with support tools like Intercom, Zendesk or similar SaaS platforms.
• Strong troubleshooting skills using logs, product tools, and impersonation features
• Comfort working in fast-paced, dynamic environments where product updates are frequent
• Familiarity with APIs, HTML, JavaScript, or CSS

Benefits

• 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