Open Job Positions at Boldr

WHAT IS YOUR ROLE

• This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners, and colleagues both in a fast-paced environment.
• A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU

• We are currently looking for impact-driven individuals who are 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 WILL YOU DO

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

Requirements 

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…

• 2+ years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

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WHAT IS YOUR ROLE

• As a Customer Advocate, you will be interacting with customers to address inquiries and resolve concerns regarding the clients’ products and services. In this role, you will collaborate with internal and external teams while handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHY DO WE WANT YOU

• We are on the lookout for impact-driven, lifelong learners who are passionate about helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic. 

WHAT WILL YOU DO 

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• You are expected to deliver service excellence and maximize customer satisfaction
• Work with the external team to stay updated on product and service knowledge

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious, dynamic, and authentic, just like us! #BeBoldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Genuinely passionate about customer satisfaction 
• A proactive self-starter
• 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…

• 1+ years of experience in a customer support role, preferably with outbound call responsibilities
• 1+ years of experience in a technical support role is helpful, but not required
• German fluency is essential
• Excellent people & communication skills
• Comfortable troubleshooting technical issues over the phone
• Detail-oriented and organized
• Ability to work and collaborate with a small, fast-paced team
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent reading comprehension, verbal, and written communication skills
• Strong and effective phone contact handling 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
• The ability to accept feedback gracefully and with an open mind
• Intermediate understanding of common Customer Experience best practices
• Customer orientation and ability to adapt/respond to different types of characters

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WHAT IS YOUR ROLE

• This role is part of the team of Customer Engineers in Professional Services, and we’re seeking highly talented individuals to join and grow our team. This is the intersection where the product has to meet customer needs and create value.
•  You are a customer-facing data engineer who loves to see technology and data used in ways that ensure our projects’ and customers' success. You have great attention to detail and are very proactive in seeking potential roadblocks to success. You have great people skills and know how to manage the trust and expectations of a customer.

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.

WHAT WILL YOU DO

•  Customer Engineers are the customer facing technical owners of our existing customer relationships and data driven deliverables on the company’s platform.
•  You will work hands-on with our technology stack and collaborate with several teams such as Product Engineering and Customer Engagement in order to deliver on all customer technical requests. You will be responsible for regularly interacting with our customers to gather requirements (e.g. weekly meetings, email, etc), and for scoping and prioritizing the incoming work. This can include:
  •  Designing Solutions - translate business requirements into technical solutions using SQL, scripting, codebase configurations, etc
  •  Setting up ETL pipelines across disparate data sources, and creating a unified Data Model
  •  Setting up/enabling new product features & ingest/export integrations
  •  Implementing the company’s platform and its various components for our new customers
  •  Helping answer customer questions, and troubleshooting where necessary
  •  Participating in the on-call rotation

 You will also be:

•  Finding out sustainable ways of addressing repeatable issues, and building tools for automation
•  Contributing with documentation and building our customer specific configuration knowledge base
•  A source of feedback for our product team, full stack and backend engineering team

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

YOU HAVE…

•  BS degree in Computer Science, Engineering, Mathematics, Economics, Statistics, Information Management or similar
•  2+ years in a technical role that involves managing and manipulating large data sets, such as ETL, Data Warehousing, Analytics, Data Science etc.
•  2+ years in a client-facing role that involves being a point-of-contact for technical and non-technical users
•  Proficient in one programming language and working knowledge of SQL and Unix command line tools
•  Working Knowledge of Github, and AWS infrastructure
•  Excellent problem solving skills
•  Strong Communication skills
•  Improvement mindset, through processes, tools and/ or documentation
•  Strong professionalism & work ethic
•  Nice to have:
  •  Working knowledge of Java and/or Scala
  •  Marketing technology industry & relevant vendor knowledge