Hybrid Technical Support Advocate – T1

at Boldr

• Job title: Technical Support Advocate – T1
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Tacloban City, Philippines

About the role

• Technical Support Advocate delivering hands-on technical support and troubleshooting for Boldr's clients via chat and email. Focused on client satisfaction and operational excellence in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via chat and email support channels using the Intercom platform.
• Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
• Guide users through our features, including AI content generation, template customization, publishing, and collaboration tools.
• Provide accurate, timely solutions with a professional and empathetic tone.
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction.

Requirements

• 2 years of SaaS customer or technical support experience, preferably in technology or saas environments
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software• Strong technical aptitude for troubleshooting digital platforms and web-based apps.
• Excellent written communication skills with the ability to explain technical concepts clearly.
• Comfortable navigating multiple software applications simultaneously.
• Strong collaboration and verbal communication skills for internal teamwork.
• Patience, empathy, and active listening skills to understand customer needs
• Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
• Strong organizational and time management skills with the ability to juggle multiple projects.
• Proficiency for data analysis and process/operations improvement.
• Detail-oriented with a proactive approach to problem-solving.
• Ability to work collaboratively within a team and adapt to changing project requirements. NICE TO HAVE…
• Experience supporting creative professionals, small businesses, or startups.
• Knowledge of presentation software ( PowerPoint, Google Slides, Canva).
• Familiarity with AI-powered tools or generative platforms.

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development