Technical Support Advocate I – Remote & Customer-Focused

Boldr Impact; México; A distancia; MXN 248.000 - 331.000; Jornada completa

Descripción de la vacante

Boldr Impact is seeking a Technical Support Advocate to provide hands-on troubleshooting, feature explanations, and best practice guidance for our clients, partners, and colleagues. This role focuses on delivering exceptional client satisfaction in a fast-paced environment.

You will troubleshoot tickets, install software, assist with hardware issues, and train users on new tools, while staying current with product updates and collaborating with teammates to ensure program success.

Formación

• 2 years of technical support experience (including support on the user‑facing end): Preferably supporting customers via email and chat.
• Experience in providing technical support: installing software and programs on a computer and/or phone; technical know‑how to solve bugs, and resourcefulness to find solutions
• Intermediate‑level 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.
• Ability to work under pressure, meet deadlines, and work in a fast‑paced environment.
• 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 with excellent grammatical accuracy.
• Ability to understand and explain complex and abstract concepts simply.
• 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.
• Ability to receive feedback and apply it quickly.
• Highly attentive to detail.
• Proficiency in navigating multiple resources and troubleshooting to find answers independently.
• Team‑player mindset - you know your stuff but also enjoy sharing it with your peers and helping them succeed.

Responsabilidades

• Installs, modifies, and repairs computer hardware and software.
• Resolves tickets and troubleshoots technical issues to maintain productivity.
• Consults with users to determine hardware and software needs.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Confirms program objectives and specifications by testing new programs and making modifications.
• Evaluates vendor‑supplied software by studying user objectives and testing compatibility.
• Installs software and necessary applications for workflow.
• Trains users on new software through tutorials and manuals.
• Maintains system capability and documents updates.
• Keeps up to date on technical advancements and attends educational workshops.
• Prepares reference material for users by drafting operation instructions.
• Supports other team members to ensure program success.

Conocimientos

Technical support

Customer service

English proficiency

Descripción del empleo

Boldr Impact is seeking a Technical Support Advocate to provide hands-on troubleshooting, feature explanations, and best practice guidance for our clients, partners, and colleagues. This role focuses on delivering exceptional client satisfaction in a fast-paced environment.

You will troubleshoot tickets, install software, assist with hardware issues, and train users on new tools, while staying current with product updates and collaborating with teammates to ensure program success.