Technical Support Specialist at Boldr

📍 Job Overview

Job Title: Technical Support Specialist
Company: Boldr
Location: Pasig City, Pasig, Philippines
Job Type: Hybrid (Remote OK)
Category: Customer Support & Success
Date Posted: June 19, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: Remote OK (Philippines only)

🚀 Role Summary

📝 Enhancement Note: Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities worldwide. This role involves providing excellent customer service and technical support to clients, collaborating with various teams, and embracing AI-first, adaptive support models.
Boldr values authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. As a Technical Support Specialist, you'll embody these values while delivering exceptional customer support and driving continuous improvement.
This role offers an opportunity to work in a dynamic, fast-paced environment where you'll be expected to give your 110% and share your talents and quirks to help Boldr grow and achieve its purpose.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities of a Technical Support Specialist at Boldr involve addressing customer inquiries, troubleshooting issues, and ensuring customer satisfaction. You'll work closely with various teams to provide accurate, valid, and complete information while maintaining a high degree of empathy, courtesy, and professionalism.
🎯 Key Responsibilities:
- Compose thoughtful, personalized responses to customer requests
- Act as a consultant, helping customers optimize workflows and maximize platform value
- Triage incoming requests, spot trends in customer issues, and flag them for the wider team
- Log, manage, and follow up on all customer support tickets
- Perform problem-solving tasks, provide answers to product-related questions, and ensure issues are properly documented, prioritized, tracked, and resolved
- Perform ad hoc tasks as requested by the client
- Proactively monitor client dashboards and platforms, reaching out to customers who need extra support with troubleshooting
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Identify opportunities and recommendations for continuous process improvement
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on product and service knowledge
- Collaborate with Engineering and Product teams to escalate issues and provide feedback for product improvement
- Identify opportunities for tooling, documentation, and internal process enhancement, especially in support of AI-driven systems
- Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
- Represent the new way of support by embracing AI-first, adaptive support models

🎓 Skills & Qualifications

Education: A bachelor's degree in any field is required.

Experience: At least 3 years of working experience in Technical Support is required.

Required Skills:

Strong communication skills (verbal and written)
Analytical and critical thinking skills
Passionate about client satisfaction
Proactive and self-motivated
Willingness to learn about networks and IT technology
Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
Excellent verbal and written communication skills
Ability to understand and communicate complex ideas to customers
Aptitude to quickly learn and navigate new technology, systems, and applications
Ability to accept feedback gracefully and with an open mind
Customer orientation and ability to adapt/respond to different types of characters
Experience working with support tools like Intercom, Zendesk, or similar SaaS platforms
Strong troubleshooting skills using logs, product tools, and impersonation features
Comfort working in fast-paced, dynamic environments where product updates are frequent

Preferred Skills:

Experience with AI-driven systems and tools
Familiarity with CRM software
Knowledge of project management principles
Basic understanding of networking and IT infrastructure

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While this role does not require a traditional web portfolio, demonstrating strong communication skills, problem-solving abilities, and customer support experience through relevant projects or case studies would be beneficial.

Portfolio Essentials:

Examples of customer support case studies or projects showcasing your ability to resolve complex issues and maintain customer satisfaction
Demonstrations of your problem-solving skills, such as walkthroughs or videos explaining technical concepts in a clear and concise manner
Evidence of your communication skills, such as customer feedback or testimonials highlighting your professionalism and empathy
Examples of your ability to work in a dynamic, fast-paced environment, such as descriptions of projects where you had to adapt to frequent changes or tight deadlines

Technical Documentation:

Detailed documentation of your problem-solving processes, including steps taken to troubleshoot issues and resolve customer complaints
Records of customer interactions, demonstrating your ability to maintain a high degree of empathy, courtesy, and professionalism
Evidence of your continuous learning and improvement, such as notes on new technologies, tools, or processes you've learned

💵 Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (Based on market research and experience level)

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A dynamic, global work environment with a diverse team
The chance to make a meaningful impact on Boldr's mission and purpose

Working Hours: 40 hours per week, with rotating shifts to accommodate customers in different time zones

🎯 Team & Company Context

🏢 Company Culture

Industry: Boldr operates in the global business process outsourcing (BPO) industry, focusing on delivering world-class client experiences while creating access to dignified, meaningful work in communities worldwide.

Company Size: Boldr employs over a thousand team members across five countries and aims to employ over 5,000 people by 2027. This makes it a mid-sized to large company in the BPO industry.

Founded: Boldr was founded in 2016, making it a relatively young company with a strong focus on growth and innovation.

Team Structure:

The Technical Support team is part of the Client Experience department, which is responsible for delivering exceptional customer service and support to Boldr's clients.
The team consists of Technical Support Specialists, Team Leads, and a Manager, all working together to ensure customer satisfaction and drive continuous improvement.
The team collaborates closely with other departments, such as Engineering, Product, and Operations, to address customer issues, gather feedback, and improve products and services.

Development Methodology:

Boldr follows Agile methodologies, with a focus on continuous improvement, collaboration, and customer satisfaction.
The company uses various tools and platforms to manage projects, track issues, and communicate with clients and team members, such as Jira, Confluence, and Slack.
Boldr encourages a culture of learning and innovation, with regular training sessions, workshops, and hackathons to help team members develop their skills and stay up-to-date with the latest technologies and best practices.

Company Website: https://boldrimpact.com/

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level Technical Support Specialist position, focusing on customer support, troubleshooting, and issue resolution. It offers opportunities for career progression, such as team lead or management roles, as well as the chance to specialize in specific areas or technologies.

Reporting Structure: Technical Support Specialists report to the Technical Support Team Lead, who in turn reports to the Client Experience Manager. The team works closely with other departments, such as Engineering and Product, to address customer issues and improve products and services.

Technical Impact: Technical Support Specialists play a crucial role in maintaining customer satisfaction and driving product improvement by identifying trends in customer issues, gathering feedback, and collaborating with other teams to resolve complex problems.

Growth Opportunities:

Team Lead: After gaining sufficient experience and demonstrating strong leadership skills, Technical Support Specialists may have the opportunity to become Team Leads, responsible for managing a team of Specialists and driving team performance.
Specialization: As Technical Support Specialists gain experience and develop expertise in specific areas or technologies, they may have the opportunity to specialize in those areas, becoming go-to experts within the team.
Training and Development: Boldr offers regular training sessions, workshops, and hackathons to help team members develop their skills and advance their careers. Technical Support Specialists are encouraged to take advantage of these opportunities to grow both personally and professionally.

🌐 Work Environment

Office Type: Boldr operates a hybrid work environment, with team members working remotely and on-site as needed to accommodate customer needs and time zones.

Office Location(s): Boldr has offices in the Philippines, Colombia, and the United States. The specific office locations for this role are in Pasig City, Philippines.

Workspace Context:

Remote Work: As a Technical Support Specialist at Boldr, you'll work remotely, with the option to work on-site as needed. This allows for a flexible work-life balance and the opportunity to work from various locations.
Collaboration: The Technical Support team works closely with other departments, such as Engineering and Product, to address customer issues and improve products and services. This collaborative environment encourages knowledge sharing, learning, and growth.
Tools and Equipment: Boldr provides the necessary tools and equipment for team members to perform their jobs effectively, including laptops, headsets, and access to relevant software and platforms.

Work Schedule: Technical Support Specialists at Boldr work in rotating shifts to accommodate customers in different time zones. The standard workweek is 40 hours, with the option to work overtime as needed.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A phone or video call with the Hiring Manager to discuss your experience, skills, and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, communication, and customer support abilities. This may include role-playing customer support scenarios, troubleshooting exercises, and case studies.
Final Interview: A final interview with the Hiring Manager and other team members to discuss your assessment results, answer any questions, and make a final decision.

Portfolio Review Tips:

Highlight your customer support experience and any relevant projects or case studies that demonstrate your problem-solving skills, communication abilities, and customer focus.
Include customer feedback or testimonials that showcase your professionalism, empathy, and commitment to customer satisfaction.
Emphasize any experience working with support tools, such as Intercom, Zendesk, or similar SaaS platforms.

Technical Challenge Preparation:

Brush up on your problem-solving skills and be prepared to walk through complex customer issues, explaining your thought process and troubleshooting steps clearly and concisely.
Familiarize yourself with Boldr's values and mission, and be ready to discuss how you embody these principles in your work.
Research Boldr's clients and the industries they serve, and be prepared to discuss how your experience and skills align with their needs.

ATS Keywords:

Customer Support: Customer Service, Client Experience, Technical Support, Troubleshooting, Issue Resolution, Customer Satisfaction
Communication: Verbal Communication, Written Communication, Active Listening, Empathy, Professionalism
Problem-Solving: Analytical Thinking, Critical Thinking, Troubleshooting, Issue Resolution, Root Cause Analysis
Tools & Platforms: Intercom, Zendesk, Jira, Confluence, Slack, Google Drive, Google Sheets, Google Docs, MS Office
Industry: BPO, Customer Support, Client Experience, Global Business Services, IT Services

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: While this role does not focus on web development or server administration, Technical Support Specialists at Boldr should be comfortable working with various technologies, tools, and platforms to provide excellent customer service and support.

Customer Support Platforms:

Intercom
Zendesk
Jira Service Management

Collaboration Tools:

Slack
Google Workspace (Google Drive, Google Sheets, Google Docs)
Microsoft Office

Project Management & Tracking Tools:

Jira
Confluence

👥 Team Culture & Values

Web Development Values:

Authenticity: Boldr values authenticity in all aspects of its work, from customer interactions to internal communications and collaborations. As a Technical Support Specialist, you'll be expected to be genuine, transparent, and honest in your communications with customers and team members.
Curiosity: Boldr encourages curiosity and continuous learning. As a Technical Support Specialist, you'll be expected to stay up-to-date with the latest technologies, tools, and best practices in customer support and troubleshooting.
Dynamism: Boldr operates in a dynamic, fast-paced environment, with frequent changes and updates to its products, services, and processes. As a Technical Support Specialist, you'll need to be adaptable, flexible, and comfortable working in a constantly evolving environment.
Ambitious Vision: Boldr has a clear vision for its future, with ambitious goals for growth and expansion. As a Technical Support Specialist, you'll be expected to contribute to this vision by driving customer satisfaction, identifying opportunities for improvement, and helping to shape the future of the company.
Operational Excellence: Boldr strives for operational excellence in all aspects of its work. As a Technical Support Specialist, you'll be expected to maintain high standards of customer service, issue resolution, and process efficiency.

Collaboration Style:

Cross-Functional Integration: The Technical Support team works closely with other departments, such as Engineering and Product, to address customer issues, gather feedback, and improve products and services. This collaborative environment encourages knowledge sharing, learning, and growth.
Code Review Culture: While this role does not involve code reviews, the Technical Support team maintains a culture of continuous improvement, with regular feedback sessions, team meetings, and knowledge-sharing sessions to help team members develop their skills and stay up-to-date with the latest technologies and best practices.
Peer Programming: The Technical Support team encourages peer programming and knowledge sharing, with regular pairings and collaborations to help team members develop their skills and gain new perspectives on customer support and troubleshooting.

🛠️ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Managing customer expectations and ensuring customer satisfaction in a dynamic, fast-paced environment with frequent product updates and changes.
Issue Resolution: Troubleshooting complex customer issues and resolving them in a timely and efficient manner, often working with other teams to identify root causes and implement solutions.
Adaptive Support Models: Embracing AI-first, adaptive support models, such as chatbots and self-service platforms, to improve customer service and efficiency.

Learning & Development Opportunities:

Technical Skills: Developing expertise in specific areas or technologies, such as AI-driven systems, CRM software, or project management principles.
Leadership Skills: Gaining experience in team management and leadership, such as through team lead or management roles, to drive team performance and contribute to Boldr's growth and success.
Customer Experience: Deepening your understanding of customer needs, preferences, and behaviors to drive continuous improvement in customer support and service.

💡 Interview Preparation

Technical Questions:

Customer Support Fundamentals: How do you approach customer support and issue resolution? Describe your process for understanding customer needs, troubleshooting issues, and ensuring customer satisfaction.
Problem-Solving: Describe a complex customer issue you've faced and how you approached it. What steps did you take to identify the root cause, troubleshoot the issue, and implement a solution?
Adaptive Support Models: How do you feel about working with AI-driven systems and tools to improve customer service and efficiency? Describe your experience with chatbots, self-service platforms, or other AI-driven support models.

Company & Culture Questions:

Boldr Values: How do you embody Boldr's values of authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy in your work?
Customer Experience: How do you approach customer experience and satisfaction? Describe your experience with customer feedback, net promoter scores (NPS), or other customer satisfaction metrics.
Team Collaboration: Describe your experience working with cross-functional teams, such as engineering, product, or operations. How do you approach collaboration, knowledge sharing, and continuous learning in a dynamic, fast-paced environment?

Portfolio Presentation Strategy:

Customer Support Projects: Highlight your customer support experience and any relevant projects or case studies that demonstrate your problem-solving skills, communication abilities, and customer focus.
Customer Feedback: Include customer feedback or testimonials that showcase your professionalism, empathy, and commitment to customer satisfaction.
Technical Skills: Emphasize any experience working with support tools, such as Intercom, Zendesk, or similar SaaS platforms, and any relevant technical skills or certifications.

📌 Application Steps

To apply for this Technical Support Specialist position at Boldr:

Submit Your Application: Click on the application link and fill out the required fields, including your resume, cover letter, and any portfolio or project examples that showcase your customer support experience and skills.
Prepare for the Technical Assessment: Brush up on your problem-solving skills, communication abilities, and customer support experience. Familiarize yourself with Boldr's values, mission, and the industries they serve.
Research Boldr: Learn about Boldr's history, culture, and approach to customer support and service. Understand their values, mission, and the industries they serve to demonstrate your fit for the role during the interview process.
Prepare for the Final Interview: Review your technical assessment results, answer any questions, and be ready to discuss your fit for the role, your career goals, and your long-term vision for growth and development at Boldr.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development/server administration 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 customer support and success roles, emphasizing communication, problem-solving, and customer satisfaction skills.
Include web technology context where relevant, such as experience with support tools, AI-driven systems, or customer service platforms.
Address web development and server administration topics only when they intersect with customer support and success roles, such as troubleshooting, issue resolution, or customer education.

Quality Standards:

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

Industry Expertise:

Include specific customer support and success skills, such as communication, problem-solving, empathy, and adaptability.
Address customer support and success career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support and success interview preparation and coding challenge guidance.
Emphasize customer support and success team culture, cross-functional collaboration, and user impact measurement.

Professional Standards:

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

Technical Focus & Portfolio Emphasis:

Emphasize customer support and success best practices, communication principles, and problem-solving techniques.
Include specific portfolio requirements tailored to the customer support and success discipline and role level.
Address customer expectations, issue resolution, and adaptive support models in the context of customer support and success roles.
Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

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

Technical Support Specialist