Technical Support Advocate T1

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

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

As a Technical Support Specialist, you will be on the frontlines of Gamma's customer support operations. Your role is to ensure that users feel supported, empowered, and confident while navigating Gamma's platform. You'll provide timely assistance through chat and email using Intercom, troubleshoot technical issues, and guide customers to make the most out of Gamma's innovative tools.

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

• Respond to customer inquiries via chat and email support channels using the Intercom platform
• Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality
• Guide users through Gamma's features, including AI content generation, template customization, publishing, and collaboration tools
• Provide accurate, timely solutions with a professional and empathetic tone
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction

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 SaaS customer or technical support experience, preferably in technology or saas environments
• Familiarity with help desk or ticketing systems (Intercom experience a plus)
• Familiarity with website-building tools, content management systems, or presentation software
• Strong technical aptitude for troubleshooting digital platforms and web-based apps
• Excellent written communication skills with the ability to explain technical concepts clearly.
• Comfortable navigating multiple software applications simultaneously
• Strong collaboration and verbal communication skills for internal teamwork
• Patience, empathy, and active listening skills to understand customer needs
• Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace
• Strong organizational and time management skills with the ability to juggle multiple projects
• Proficiency for data analysis and process/operations improvement
• Detail-oriented with a proactive approach to problem-solving
• Ability to work collaboratively within a team and adapt to changing project requirements

NICE TO HAVE...

• Experience supporting creative professionals, small businesses, or startups
• Knowledge of presentation software (Gamma, PowerPoint, Google Slides, Canva)
• Familiarity with AI-powered tools or generative platforms