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Technical Support Specialist T3

BoldrPasig City, Metro Manila, PH

30+ days ago

Job type

Quick Apply

Job description

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
We are a global team, united by our desire to connect diverse people with shared values for boldr impact.
We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

Meaningful connections start with AUTHENTICITY

We do our best work by being CURIOUS

We grow by remaining DYNAMIC

Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE

At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally.

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values : Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

Compose thoughtful, personalized responses to a variety of customer requests

Act as a consultant by helping customers optimize workflows and maximize platform value

Triage incoming requests and spot trends in customer issues to flag for the wider team

Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism

Log, manage, and follow up on all customer support tickets

Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved

Perform ad hoc tasks when requested by the client

Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting

Ensure proper and timely escalation of issues to meet internal and external expectations

Identify opportunities and recommendations for continuous process improvement

Deliver service excellence and maximize customer service and satisfaction

Work with the external team to stay updated on product and service knowledge

Collaborate with Engineering and Product teams to escalate issues and provide feedback for product improvement

Identify opportunities for tooling, documentation, and internal process enhancement, especially in support of AI-driven systems (e.g., Fin AI Agent)

Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience

Represent the new way of support by embracing AI-first, adaptive support models

Own and troubleshoot complex technical issues involving APIs, SDKs, webhooks, or integrations using debugging tools, logs, and relevant platforms like GitHub or browser dev tools.

Support peer development by mentoring teammates, modeling best practices, and sharing feedback to strengthen team capabilities.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

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

YOU HAVE…

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

NICE TO HAVES (NOT REQUIRED)…

Degree in computer science, product management, or developer bootcamp / academy

Experience supporting AI or ML-enabled platforms

Experience in a startup or high-growth tech environment

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

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Technical Support Specialist • Pasig City, Metro Manila, PH

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