Technical Support Specialist - SaaS Helpdesk Pro

Boldr Impact; Mérida; Híbrido; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Technical Support Specialist to 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. We are looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our

Formación

• 2 years of SaaS customer or technical support experience.
• Familiarity with help desk or ticketing systems (Intercom a plus).
• Experience with website-building tools, CMS, or presentation software.
• Strong technical aptitude for troubleshooting web-based apps.
• Excellent written communication skills.
• Ability to juggle multiple projects and priorities.

Responsabilidades

• 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.

Conocimientos

SaaS customer support

Technical support

Intercom experience

Website-building tools

Content management systems

Presentation software

Written communication

Herramientas

Intercom

CMS platforms

Presentation software

Descripción del empleo

Boldr is seeking a Technical Support Specialist to 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. We are looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our