Technical Support Advocate T1 at Boldr

📍 Job Overview

Job Title: Technical Support Advocate T1
Company: Boldr
Location: Mérida, Yucatán, Mexico
Job Type: Temporary, Remote
Category: Technical Support, Customer Success
Date Posted: 2025-06-27
Experience Level: Mid-level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

Boldr is seeking a Technical Support Advocate T1 to provide hands-on technical troubleshooting, feature explanation, and best practice guidance for their product. This role involves resolving technical requests, maintaining system functionality, and training users on new software. The ideal candidate will be an analytical and critical thinker, passionate about client satisfaction, and adaptable to a dynamic and evolving environment.

📝 Enhancement Note: This role requires a strong focus on customer experience, problem-solving, and technical proficiency to excel in a fast-paced environment.

💻 Primary Responsibilities

Technical Troubleshooting: Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
System Maintenance: Maintain system functionality by testing computer components and carrying out software, network, and database performance tuning.
User Training: Train users on new software through various channels, including self-guided training videos, user manuals, and digital instruction pages.
Documentation: Document hardware and software updates and prepare reference material for users by drafting operation instructions.
Collaboration: Support other team members to ensure program success and contribute to team growth by identifying areas of opportunity and sharing valuable customer insights.

🎓 Skills & Qualifications

Education:

Relevant Bachelor's degree or equivalent experience in a related field (e.g., Computer Science, IT, or a related discipline).

Experience:

2+ years of technical support experience, preferably in a customer-facing role.
Proven experience in providing technical support, including installing software and programs on computers and/or phones, solving bugs, and finding solutions.

Required Skills:

Intermediate-level knowledge of web-based and mobile apps.
Strong analytical and critical thinking skills.
Excellent communication skills, both written and verbal, with a native or near-native level of English.
Ability to thrive in a dynamic and evolving environment, with adaptability and a proactive attitude.
Strong conflict resolution skills and even temperament in challenging situations.
Metrics-driven approach with a proven ability to handle a high volume of customer interactions.
Creative problem-solving skills and impeccable judgment.
Highly attentive to detail and proficient in navigating multiple resources to find answers independently.
Team-player mindset with a willingness to share knowledge and help peers succeed.

Preferred Skills:

Basic knowledge of Real Estate terms and processes.
Ability to handle escalations and take initiative to identify areas of opportunity for team growth.
Flexible work schedule and passion for customer experience.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on market research for Technical Support Advocate positions in Mérida, Yucatán, Mexico, the estimated salary range is MXN 30,000 - 45,000 per month.

Benefits:

Competitive compensation package.
Opportunities for professional growth and development within a global organization.
Collaborative and dynamic work environment with a diverse team.

Working Hours: This role requires a flexible work schedule, with the ability to work under pressure and meet deadlines in a fast-paced environment.

📝 Enhancement Note: The salary range and benefits information are based on regional market research and may vary depending on the candidate's skills, experience, and the company's internal policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world. They employ over a thousand team members across five countries and aim to employ over 5,000 people by 2027.

Company Size: Boldr is a mid-sized company with a global presence, offering opportunities for growth and development within a dynamic and evolving environment.

Founded: Boldr was founded with the mission to connect diverse people with common values for boldr impact.

Team Structure:

The Technical Support Advocate T1 role is part of the Customer Success team, working closely with other technical support advocates, product managers, and other stakeholders to ensure client satisfaction and program success.
The team is united by their desire to connect diverse people with common values for boldr impact.

Development Methodology:

Boldr follows Agile methodologies to deliver world-class client experiences and create access to dignified, meaningful work in communities around the world.
The team emphasizes collaboration, continuous learning, and adaptation to a dynamic and evolving environment.

Company Website: www.boldrimpact.com

📝 Enhancement Note: Boldr's company culture is centered around authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. These values are reflected in the Technical Support Advocate T1 role and the team's approach to customer success.

📈 Career & Growth Analysis

Web Technology Career Level: The Technical Support Advocate T1 role is a mid-level position focused on providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the product. This role offers opportunities for professional growth and development within a global organization.

Reporting Structure: The Technical Support Advocate T1 reports directly to the Customer Success Manager and works closely with other technical support advocates, product managers, and other stakeholders to ensure client satisfaction and program success.

Technical Impact: This role has a direct impact on client satisfaction, program success, and the overall customer experience. The Technical Support Advocate T1 is responsible for resolving technical requests, maintaining system functionality, and training users on new software, contributing to the continuous improvement of the product and the customer experience.

Growth Opportunities:

Career Progression: As the company grows, there may be opportunities for the Technical Support Advocate T1 to take on more responsibilities, such as team leadership or specialized roles within the Customer Success team.
Technical Skill Development: This role offers opportunities for continuous learning and skill development, as the Technical Support Advocate T1 works with various technologies and troubleshoots complex issues.
Emerging Technologies: Boldr's commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world may present opportunities to work with emerging technologies and innovative solutions.

📝 Enhancement Note: The Technical Support Advocate T1 role offers opportunities for professional growth and development within a global organization. As the company grows, there may be opportunities for the Technical Support Advocate T1 to take on more responsibilities and contribute to the team's success.

🌐 Work Environment

Office Type: Boldr operates as a global, remote-first company, with team members working from various locations around the world.

Office Location(s): Boldr has team members across five countries, with a strong presence in Mérida, Yucatán, Mexico.

Workspace Context:

Remote Collaboration: The Technical Support Advocate T1 role requires strong communication and collaboration skills, as the team works remotely with clients and stakeholders from various locations around the world.
Flexible Work Schedule: This role requires a flexible work schedule, with the ability to work under pressure and meet deadlines in a fast-paced environment.
Dynamic and Evolving Environment: Boldr's commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world requires adaptability and a proactive attitude in a dynamic and evolving environment.

Work Schedule: The Technical Support Advocate T1 role requires a flexible work schedule, with the ability to work under pressure and meet deadlines in a fast-paced environment. The specific work schedule may vary depending on the candidate's skills, experience, and the company's internal policies.

📝 Enhancement Note: The Technical Support Advocate T1 role offers a dynamic and evolving work environment, with opportunities for professional growth and development within a global organization. The remote-first nature of the company requires strong communication and collaboration skills, as the team works with clients and stakeholders from various locations around the world.

📄 Application & Technical Interview Process

Interview Process:

Application Review: Boldr will review your application and resume to ensure your qualifications match the role's requirements.
Phone or Video Screen: If your application is selected, you will participate in a phone or video screen to assess your communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: You will be required to complete a technical assessment, demonstrating your ability to troubleshoot technical issues and provide feature explanations and best practice guidance.
Final Interview: If you successfully complete the technical assessment, you will participate in a final interview with the Customer Success Manager to discuss your fit for the role and the team's goals and objectives.

Portfolio Review Tips:

Not applicable for this role.

Technical Challenge Preparation:

Familiarize yourself with Boldr's products and services, as well as their commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world.
Brush up on your technical support skills, including software installation, troubleshooting, and problem-solving.
Prepare for behavioral interview questions that focus on your ability to thrive in a dynamic and evolving environment, handle a high volume of customer interactions, and maintain composure in challenging situations.

ATS Keywords:

Technical Support
Problem Solving
Customer Satisfaction
Analytical Thinking
Conflict Resolution
Attention to Detail
Adaptability
Communication
Teamwork
Empathy
Creativity
Proactivity
Time Management
Software Installation
Technical Troubleshooting
Networking

📝 Enhancement Note: The Technical Support Advocate T1 role requires strong communication and collaboration skills, as well as the ability to thrive in a dynamic and evolving environment. The interview process focuses on assessing your technical support skills, problem-solving abilities, and cultural fit within the team.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools: Not applicable for this role.

📝 Enhancement Note: The Technical Support Advocate T1 role does not require specific frontend, backend, or server technologies, as the focus is on providing hands-on technical troubleshooting, feature explanation, and best practice guidance for the product.

👥 Team Culture & Values

Web Development Values:

Authenticity: Boldr values authenticity in all aspects of their work, including technical support and customer success.
Curiosity: The Technical Support Advocate T1 role requires a curious and analytical mindset to troubleshoot technical issues and provide feature explanations and best practice guidance.
Dynamism: Boldr's commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world requires adaptability and a proactive attitude in a dynamic and evolving environment.
Ambitious Vision: The Technical Support Advocate T1 role contributes to Boldr's ambitious vision by ensuring client satisfaction and program success.
Operational Excellence: Boldr strives for operational excellence in all aspects of their work, including technical support and customer success.

Collaboration Style:

Cross-functional Integration: The Technical Support Advocate T1 role works closely with other technical support advocates, product managers, and other stakeholders to ensure client satisfaction and program success.
Code Review Culture: Not applicable for this role.
Knowledge Sharing: Boldr encourages knowledge sharing and continuous learning within the team, as well as with clients and stakeholders.

📝 Enhancement Note: Boldr's company culture is centered around authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. These values are reflected in the Technical Support Advocate T1 role and the team's approach to customer success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Web-based and Mobile App Troubleshooting: The Technical Support Advocate T1 role requires intermediate-level knowledge of web-based and mobile apps, as well as the ability to troubleshoot technical issues and provide feature explanations and best practice guidance.
High Volume of Customer Interactions: This role requires the ability to handle a high volume of customer interactions, maintain composure, and exhibit professionalism in a fast-paced environment.
Dynamic and Evolving Environment: Boldr's commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world requires adaptability and a proactive attitude in a dynamic and evolving environment.

Learning & Development Opportunities:

Technical Skill Advancement: The Technical Support Advocate T1 role offers opportunities for continuous learning and skill development, as the Technical Support Advocate works with various technologies and troubleshoots complex issues.
Conference Attendance and Certification: Boldr encourages team members to attend industry conferences and pursue relevant certifications to enhance their skills and knowledge.
Technical Mentorship and Leadership Development: As the company grows, there may be opportunities for the Technical Support Advocate T1 to take on more responsibilities, such as team leadership or specialized roles within the Customer Success team.

📝 Enhancement Note: The Technical Support Advocate T1 role offers opportunities for professional growth and development within a global organization. As the company grows, there may be opportunities for the Technical Support Advocate to take on more responsibilities and contribute to the team's success.

💡 Interview Preparation

Technical Questions:

Technical Support Scenarios: Prepare for technical support scenarios that demonstrate your ability to troubleshoot technical issues, provide feature explanations, and offer best practice guidance for Boldr's products and services.
Problem-solving: Brush up on your problem-solving skills, as the interview process may include behavioral interview questions that focus on your ability to handle challenging situations and find creative solutions.
Customer Experience: Familiarize yourself with Boldr's commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world. Prepare for interview questions that focus on your ability to understand and address customer needs.

Company & Culture Questions:

Company Values: Review Boldr's company values and be prepared to discuss how your personal values align with the company's mission and goals.
Team Dynamics: Familiarize yourself with the Customer Success team's structure and dynamics, and prepare for interview questions that focus on your ability to collaborate and contribute to the team's success.
Customer Success Strategies: Prepare for interview questions that focus on your understanding of customer success strategies and your ability to develop and implement effective solutions for clients and stakeholders.

Portfolio Presentation Strategy:

Not applicable for this role.

📝 Enhancement Note: The Technical Support Advocate T1 interview process focuses on assessing your technical support skills, problem-solving abilities, and cultural fit within the team. Familiarize yourself with Boldr's products and services, as well as their commitment to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world.

📌 Application Steps

To apply for the Technical Support Advocate T1 position at Boldr:

Submit Your Application: Click on the "Apply Now" button on the job listing to submit your application through the Workable application portal.
Prepare for Phone or Video Screen: If your application is selected, you will participate in a phone or video screen to assess your communication skills, problem-solving abilities, and cultural fit.
Complete Technical Assessment: If you successfully pass the phone or video screen, you will be required to complete a technical assessment, demonstrating your ability to troubleshoot technical issues and provide feature explanations and best practice guidance.
Prepare for Final Interview: If you successfully complete the technical assessment, you will participate in a final interview with the Customer Success Manager to discuss your fit for the role and the team's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, customer success, and web technology roles.
Include web technology methodologies, troubleshooting principles, and customer success strategies.
Emphasize web portfolio requirements, live project demonstrations, and user experience considerations.
Address web technology career progression, emerging technology adoption, and technical specialization in customer success and technical support roles.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, customer success strategies, and team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and customer success-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization in customer success and technical support roles.

Industry Expertise:

Include specific web technologies, frameworks, server platforms, and infrastructure tools relevant to the role.
Address web technology career progression paths and technical leadership opportunities in customer success and technical support roles.
Provide tactical advice for web portfolio development, live demonstrations, and project case studies in customer success and technical support roles.
Include web technology-specific interview preparation and coding challenge guidance for customer success and technical support roles.
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles in customer success and technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology and customer success industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to web technology professionals in customer success and technical support roles.
Provide actionable insights that give web technology professionals in customer success and technical support candidates a competitive advantage.
Focus on web technology team culture, cross-functional collaboration, and user impact measurement in customer success and technical support roles.

Technical Focus & Portfolio Emphasis:

Emphasize web technology best practices, troubleshooting principles, and customer success strategies.
Include specific portfolio requirements tailored to the web technology discipline and role level in customer success and technical support roles.
Address browser compatibility, accessibility standards, and user experience design principles in customer success and technical support roles.
Focus on problem-solving methods, performance optimization, and scalable web architecture in customer success and technical support roles.
Include technical presentation skills and stakeholder communication for web projects in customer success and technical support roles.

Avoid:

Generic business jargon not relevant to web technology, customer success, or technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific web technology, customer success, or technical support role.
Marketing language unrelated to web technology, customer success, or technical support roles.

Generate comprehensive, web technology-focused content that serves as a valuable resource for web technology professionals in customer success and technical support roles evaluating career opportunities and preparing for technical interviews in the web technology industry.

Technical Support Advocate T1