Technical Support Advocate T1

Boldr; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Boldr is seeking a Technical Support Specialist to join our Gamma customer support team. You will respond to users via chat and email, diagnose issues with presentations, website building, and account management, and guide customers to maximize Gamma’s tools.

You'll maintain a professional, empathetic tone, log interactions, and help expand knowledge bases while escalating complex issues to Tier 2. The role emphasizes speed, accuracy, and customer satisfaction in a fast-paced SaaS environment.

Qualifications

• 2 years of SaaS customer or technical support experience.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software.

Responsibilities

• Respond to customer inquiries via chat and email support channels using Intercom.
• 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.

Skills

SaaS support experience

Intercom experience

Technical troubleshooting

Written communication

Time management

Collaboration

Tools

Intercom

CMS tools

Presentation software

Job description

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.

WHAT WE’LL LIKE ABOUT YOU

• 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.