Technical Support Specialist Administrator

7 months ago

Cape Town, South Africa Boldr Full time

**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 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 cause-focused, 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 companyʼs 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 customer-facing issues.
- Close the loop on issues ensuring our customersʼ 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 peersʼ resolution effectiveness.
- Deeply understand Boldr's customers' needs, and how Boldrʼs different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
- Grow with the organization and Boldrʼs 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 problem-solving 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 self-motivated tendencies, and are comfortable operating within ambiguity.

**Benefits**
- SSS
- Pag-ibig
- Philhealth
- HMO on day one
- 13th month pay
- Paid incentive leaves
- Personal time-offs (PTOs)
- Sick leave

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