SaaS Technical Support Advocate – Tier 1

Boldr; Mérida; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Technical Support Specialist to help Gamma users navigate the platform with confidence. You’ll respond via chat and email, troubleshoot issues, and guide customers through AI content generation, templates, publishing, and collaboration tools.

In this role, you’ll rely on 2 years of SaaS support experience, strong written communication, and a patient, empathetic approach to ensure fast, accurate resolutions.

Formación

• 2 years of SaaS customer or technical support experience.
• Familiarity with Intercom or similar helpdesk tools.
• Experience with website-building tools or CMS.
• Excellent written communication and active listening.
• Ability to work with cross-functional teams.

Responsabilidades

• Respond to customer inquiries via chat and email using Intercom.
• Diagnose and troubleshoot issues related to Gamma's platform.
• Guide users through features like AI content generation, templates, publishing, and collaboration tools.
• Log interactions and contribute to knowledge base improvements.
• Escalate complex issues to Tier 2 or engineering teams.
• Maintain high standards of response time, accuracy, and customer satisfaction.
• Collaborate with teammates to improve processes and knowledge sharing.

Conocimientos

SaaS support

Analytical thinking

Communication

Empathy

Herramientas

Intercom

Ticketing systems

CMS / Website tools

Presentation software

Descripción del empleo

Boldr is seeking a Technical Support Specialist to help Gamma users navigate the platform with confidence. You’ll respond via chat and email, troubleshoot issues, and guide customers through AI content generation, templates, publishing, and collaboration tools.

In this role, you’ll rely on 2 years of SaaS support experience, strong written communication, and a patient, empathetic approach to ensure fast, accurate resolutions.