📍 Job Overview

Job Title: Technical Support Advocate T1
Company: Boldr
Location: Mexico City, Ciudad de México, 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 (Mexico only)

🚀 Role Summary

Customer-centric: Focus on providing exceptional technical support to customers, partners, and colleagues.
Problem-solving: Troubleshoot technical issues, resolve tickets, and maintain system functionality.
Dynamic environment: Thrive in a fast-paced, evolving work environment with a high volume of customer interactions.
Authentic and curious: Embrace Boldr's values of authenticity, curiosity, and dynamism to create meaningful connections and drive client satisfaction.

📝 Enhancement Note: This role requires a strong focus on customer experience, technical aptitude, and adaptability to succeed in a dynamic, global environment.

💻 Primary Responsibilities

Technical Support: Install, modify, and repair computer hardware and software systems to resolve technical requests and maintain productivity.
Ticket Resolution: Troubleshoot technical and process issues, ensuring system functionality and user satisfaction.
Network Design & Maintenance: Help design and implement networks, and maintain system capability through testing and performance tuning.
Software Installation & Training: Install software, applications, and necessary tools for workflow, and train users on new software through various channels.
Documentation & Knowledge Sharing: Document hardware and software updates, prepare reference material, and support other team members to ensure program success.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work independently and in a team environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 2 years of technical support experience, preferably in a customer-facing role.

Required Skills:

Intermediate-level knowledge of web-based and mobile apps.
Strong analytical and critical thinking skills.
Excellent communication and conflict resolution skills.
Proven ability to handle a high volume of customer interactions.
Native or near-native written and spoken English with excellent grammatical accuracy.
Ability to understand and explain complex concepts simply.
Proficiency in navigating multiple resources and troubleshooting 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.
Flexible work schedule and passion for customer experience.
Proven ability to work remotely as part of a team with little direction.

📝 Enhancement Note: Candidates with additional language skills, particularly Spanish, may have an advantage in this role due to Boldr's global presence and customer base.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a track record of successful technical support and problem-solving in a customer-facing role.
Showcase examples of resolving complex technical issues, with a focus on user experience and client satisfaction.
Highlight any experience with network design, software installation, or training users on new software.

Technical Documentation:

Provide examples of well-documented technical processes, hardware and software updates, or troubleshooting guides.
Include any customer feedback or success stories that demonstrate your impact on client satisfaction.

📝 Enhancement Note: While a traditional web portfolio may not be applicable for this role, candidates should focus on demonstrating their technical support skills, problem-solving abilities, and customer-centric mindset through relevant examples and case studies.

💵 Compensation & Benefits

Salary Range: MXN 45,000 - 60,000 per month (based on local market research and experience level).

Benefits:

Work from home with a flexible schedule.
Opportunity to grow and make an impact in a global, mission-driven organization.
Collaborative and dynamic work environment with a focus on authenticity and curiosity.

Working Hours: Full-time (40 hours/week) with a flexible schedule to accommodate customer needs and time zones.

📝 Enhancement Note: Boldr's compensation and benefits package is competitive and tailored to the local market. Salary ranges are estimated based on market research and may vary depending on experience and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Global B-Corp dedicated to delivering world-class client experiences and creating access to dignified, meaningful work in communities around the world.

Company Size: Over 1,000 team members across five countries, with a goal to employ over 5,000 people by 2027.

Founded: Not specified ( Boldr is a global team united by their desire to connect diverse people with common values for boldr impact).

Team Structure:

Global team with members across five countries.
Collaborative and dynamic work environment focused on authenticity, curiosity, and empathy.
Cross-functional teams working together to deliver exceptional client experiences.

Development Methodology:

Agile and dynamic approach to problem-solving and innovation.
Focus on continuous learning, improvement, and adaptation.
Strong emphasis on collaboration, communication, and customer-centricity.

Company Website: Boldr Impact

📝 Enhancement Note: Boldr's global presence and commitment to delivering world-class client experiences create a unique and dynamic work environment for technical support professionals.

📈 Career & Growth Analysis

Technical Support Advocate T1: Mid-level role focused on providing exceptional technical support to customers, partners, and colleagues. Responsible for resolving technical requests, maintaining system functionality, and driving client satisfaction.

Reporting Structure: Reports directly to the Technical Support Manager or a similar role, depending on the specific team structure and location.

Technical Impact: Directly impacts client satisfaction and user experience by resolving technical issues, providing feature explanations, and offering best practice guidance.

Growth Opportunities:

Technical Support Advocate T2: Advanced technical support role with additional responsibilities for training, mentoring, and process improvement.
Technical Support Team Lead: Lead a team of Technical Support Advocates, driving client satisfaction, and contributing to strategic decision-making.
Customer Success Manager: Transition into a customer success role, focusing on client retention, upselling, and driving customer lifetime value.

📝 Enhancement Note: Boldr's commitment to growth and employee development creates opportunities for technical support professionals to advance their careers within the organization.

🌐 Work Environment

Office Type: Remote work environment with a flexible schedule, allowing team members to work from home or a co-working space.

Office Location(s): Mexico City, Ciudad de México, Mexico (with the possibility of expansion to other locations in the future).

Workspace Context:

Remote Work: Collaborate with team members across different time zones and locations using various communication and project management tools.
Flexibility: Enjoy a flexible schedule that accommodates customer needs and personal commitments.
Dynamic Environment: Thrive in a fast-paced, evolving work environment with a high volume of customer interactions and a focus on continuous improvement.

Work Schedule: Full-time (40 hours/week) with a flexible schedule to accommodate customer needs and time zones.

📝 Enhancement Note: Boldr's remote work environment and flexible scheduling create an inclusive and adaptable work environment for technical support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and technical aptitude.
Technical Assessment: A hands-on test or scenario-based exercise to evaluate problem-solving skills, technical knowledge, and customer-centric mindset.
Behavioral Interview: A discussion focused on past experiences, achievements, and alignment with Boldr's values and company culture.
Final Decision: A decision based on the candidate's performance throughout the interview process and their potential fit within the team.

Portfolio Review Tips:

Highlight examples of successful technical support and problem-solving in a customer-facing role.
Demonstrate a strong focus on user experience, client satisfaction, and empathy.
Showcase any experience with network design, software installation, or training users on new software.

Technical Challenge Preparation:

Brush up on technical support skills, including hardware and software troubleshooting, network design, and customer communication.
Practice problem-solving exercises and scenarios to build confidence and demonstrate adaptability.
Familiarize yourself with Boldr's values, company culture, and mission to showcase alignment and enthusiasm during the interview process.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Technical Skills: Technical Support, Problem Solving, Customer Satisfaction, Analytical Thinking, Conflict Resolution, Attention to Detail, Adaptability, Communication, Empathy, Teamwork, Software Installation, Network Design, Technical Troubleshooting, Creativity, Proactivity, Time Management.
Industry Terms: B-Corp, Global Team, Customer Experience, Technical Support, Technical Troubleshooting, Network Design, Software Installation, Customer Success, Agile, Dynamic Work Environment, Remote Work, Flexible Schedule.

📝 Enhancement Note: Boldr's interview process is designed to assess technical aptitude, problem-solving skills, and cultural fit, with a focus on finding the best candidate for the Technical Support Advocate T1 role.

🛠 Technology Stack & Web Infrastructure

Customer Support Platforms:

Zendesk, Freshdesk, or similar customer support software (experience with one of these platforms is a plus but not required).
Email and chat platforms for customer communication (e.g., G Suite, Microsoft 365, or similar tools).

Collaboration & Project Management Tools:

Slack, Microsoft Teams, or similar team communication platforms.
Asana, Trello, or similar project management tools.
Google Drive, Microsoft OneDrive, or similar cloud storage and collaboration tools.

📝 Enhancement Note: While this role does not require extensive knowledge of specific web technologies or infrastructure, candidates should be comfortable working with various customer support platforms, collaboration tools, and project management software.

👥 Team Culture & Values

Boldr's Values:

Authenticity: Be genuine, honest, and transparent in all interactions.
Curiosity: Embrace a growth mindset and continuous learning.
Dynamic: Adapt to change, innovate, and drive improvement.
Ambitious Vision: Pursue bold goals and make a meaningful impact.
Operational Excellence: Deliver high-quality work and exceed client expectations.
Empathy: Understand and prioritize the needs of customers, partners, and colleagues.

Collaboration Style:

Cross-functional Integration: Work closely with various teams, including sales, marketing, and product development, to deliver exceptional client experiences.
Code Review Culture: Collaborate with team members to improve processes, share knowledge, and drive continuous improvement.
Knowledge Sharing: Contribute to a culture of learning and growth by sharing expertise and supporting team members.

📝 Enhancement Note: Boldr's values and collaboration style create a dynamic, inclusive, and customer-centric work environment for technical support professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Customer Interactions: Manage a high volume of customer requests, ensuring efficient resolution and maintaining client satisfaction.
Dynamic Work Environment: Adapt to changes in customer needs, technology, and processes to deliver exceptional support.
Complex Technical Issues: Troubleshoot complex technical issues, requiring strong problem-solving skills and attention to detail.
Customer-centric Focus: Prioritize user experience and client satisfaction in all interactions, balancing technical expertise with empathy and communication.

Learning & Development Opportunities:

Technical Skill Development: Enhance technical support skills through training, workshops, and on-the-job experience.
Customer Success Path: Transition into a customer success role, focusing on client retention, upselling, and driving customer lifetime value.
Leadership Development: Develop leadership skills through mentoring, training, and strategic decision-making opportunities.

📝 Enhancement Note: Boldr's dynamic work environment and commitment to growth create numerous challenges and opportunities for technical support professionals to develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Problem-solving: Describe a complex technical issue you've resolved, and walk the interviewer through your troubleshooting process.
Customer-centricity: Share an example of a time when you went above and beyond to satisfy a customer, demonstrating empathy and exceptional customer service.
Adaptability: Discuss a situation where you had to quickly learn a new tool, technology, or process to resolve a customer issue or meet a deadline.

Company & Culture Questions:

Boldr's Values: Explain how you embody Boldr's values in your daily work and how you would apply them in this role.
Global Team: Describe your experience working with global teams and how you would collaborate with team members across different time zones and locations.
Customer Success: Explain your approach to driving client satisfaction and retention, and how you would contribute to Boldr's customer success initiatives.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to engage the interviewer and highlight your technical support skills, problem-solving abilities, and customer-centric mindset.
Before-and-after Scenarios: Present before-and-after scenarios to demonstrate the impact of your technical support and problem-solving skills on customer satisfaction and user experience.
Data-driven Approach: Use data and metrics to support your achievements and demonstrate the value you can bring to Boldr's technical support team.

📝 Enhancement Note: Boldr's interview process is designed to assess technical aptitude, problem-solving skills, and cultural fit, with a focus on finding the best candidate for the Technical Support Advocate T1 role.

📌 Application Steps

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

Submit your application through the application link provided.
Customize your resume and portfolio to highlight your technical support skills, problem-solving abilities, and customer-centric mindset.
Prepare for the technical assessment and interview process by brushing up on your technical skills and familiarizing yourself with Boldr's values, company culture, and mission.
Research Boldr's global presence, customer base, and commitment to delivering world-class client experiences to demonstrate your enthusiasm and alignment with the organization's goals.

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

Technical Support Advocate T1