Technical Support Specialist Administrator

2 weeks ago


Cape Town, Western Cape, South Africa Boldr Full time

A LITTLE BIT ABOUT Boldr

  • Boldr is the first global B-Corp dedicated to delivering worldclass Client experiences while creating access to dignified, meaningful work in communities around the world.
  • We are a global team, united by our desire to connect diverse people with common 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:

We are looking for a Support administrator to help provide unparalleled support and guidance to

customers. You will use playbooks, and critical thinking to troubleshoot to give clear, concise,

accurate, and root cause-focused solutions to our customers. You will assist in performing

documented data ingestions to assist product reliability for our users.

You have technical support experience, a love of problem-solving, and are driven to help reduce

fresh food waste in the grocery industry

WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate in 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.

Requirements:

WHAT WILL YOU DO:

  • Resolve large volumes of customer tickets with clear, concise, root causefocused, and empathetic communication
  • Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the company's mission to reduce food waste.
  • Perform manual data ingestions which require ownership, diligence, dependability, and high attention to detail.
  • Monitor alerts by resolving them and mitigating customerfacing issues.
  • Close the loop on issues ensuring our customers' issues are fully resolved, tested on the front end, and guidance is given swiftly and empathically
  • Conduct continuous ticket quality assurance, reflecting on your own, and your peers' resolution effectiveness.
  • Deeply understand Boldr's customers' needs, and how Boldr's different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
  • Grow with the organization and Boldr's needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.

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.

YOU HAVE

  • BSc IT/Computer Science or similar, or previous technical support experience (required).
  • Be able to read, and write SQL
  • Have clear communication skills, by being able to articulate and collect data points (written and spoken)
  • Strong strategic and analytical skills with exceptional execution and problemsolving capabilities.
  • Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
  • An uncanny ability to identify patterns and trends in tickets.
  • A quick, decisive, and kind demeanor under pressure.
  • Clear, concise, empathetic writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs.
  • Organized and selfmotivated tendencies, and are comfortable operating within ambiguity.

Benefits

  • SSS
  • Pagibig
  • Philhealth
  • HMO on day one
  • 13th month pay
  • Paid incentive leaves
  • Personal timeoffs (PTOs)
  • Sick leave


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