📍 Job Overview

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

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support, troubleshoot technical issues, and collaborate with cross-functional teams to ensure client satisfaction.
Key Skills: Technical support, problem-solving, communication, analytical thinking, adaptability, and empathy.
Key Challenges: Working in a dynamic environment with frequent product updates and handling a variety of customer requests.

📝 Enhancement Note: This role requires a strong customer focus, technical aptitude, and the ability to thrive in a fast-paced, ever-changing environment. Candidates should be comfortable using support tools and learning new technologies quickly.

💻 Primary Responsibilities

Customer Interaction: Respond to customer inquiries and complaints professionally and empathetically, ensuring customer satisfaction.
Troubleshooting: Diagnose and resolve technical issues, escalating complex problems to relevant teams when necessary.
Process Improvement: Identify trends in customer issues, suggest improvements, and contribute to internal projects aimed at enhancing customer experience.
Collaboration: Work closely with external and internal teams, including engineering and product teams, to address customer concerns and provide feedback for product improvement.
Proactive Support: Monitor client dashboards and platforms, reaching out to customers who need extra support with troubleshooting.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to communicate complex ideas effectively to customers and team members.

🎓 Skills & Qualifications

Education: A bachelor's degree in any field.

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

Required Skills:

Strong communication skills (verbal and written)
Analytical and critical thinking
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
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

Preferred Skills:

Familiarity with AI-driven systems and Fin AI Agent
Experience working with diverse teams and cultures
Bilingual or multilingual skills

📝 Enhancement Note: While a degree in a technical field is not required, candidates should have a strong aptitude for learning and adapting to new technologies quickly.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: PHP 35,000 - PHP 45,000 per month (Based on Philippine market standards for mid-level Technical Support Specialists with remote work consideration)

Benefits:

Health insurance and wellness benefits
Retirement plan contributions
Professional development opportunities
Flexible work arrangements
A dynamic, international team environment

Working Hours: 40 hours per week, with rotating shifts to accommodate global customer support needs.

📝 Enhancement Note: Salary range is estimated based on market research for mid-level Technical Support Specialists in the Philippines, considering the remote work arrangement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.

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

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

Team Structure: The Technical Support team works closely with cross-functional teams, including external and internal teams, engineering, and product teams.

Development Methodology: Boldr embraces AI-first, adaptive support models and encourages continuous process improvement.

Company Website: www.boldrimpact.com

📝 Enhancement Note: Boldr's company culture emphasizes authenticity, curiosity, dynamism, ambitious vision, and operational excellence, with a focus on creating meaningful connections and partnerships.

📈 Career & Growth Analysis

Role Level: Mid-level Technical Support Specialist, responsible for providing exceptional customer support and contributing to process improvement.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with cross-functional teams.

Technical Impact: Technical Support Specialists play a crucial role in ensuring client satisfaction, identifying trends in customer issues, and providing feedback for product improvement.

Growth Opportunities:

Professional development opportunities, including training and certifications
Internal promotions and career progression within the Technical Support team or other departments
Opportunities to work on special projects and pilots aimed at improving teammate efficiency and the overall customer experience

📝 Enhancement Note: Boldr offers growth opportunities for candidates who demonstrate strong performance, a commitment to continuous learning, and a passion for driving boldr impact.

🌐 Work Environment

Office Type: Hybrid (Remote OK), with team members working from various locations worldwide.

Office Location(s): Tacloban, Philippines (with remote work options)

Workspace Context:

Collaborative work environment with a focus on meaningful connections and empathy
Dynamic and fast-paced, with frequent product updates and a focus on operational excellence
Opportunities for remote work and flexible scheduling to accommodate global time zones

Work Schedule: Rotating shifts to accommodate global customer support needs, with a focus on maintaining a healthy work-life balance.

📝 Enhancement Note: Boldr's work environment encourages team members to embrace their curiosity, dynamism, and authenticity, fostering a culture of continuous learning and growth.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on test to evaluate troubleshooting skills, attention to detail, and ability to learn new technologies quickly.
Final Interview: A conversation with the hiring manager and/or team members to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on troubleshooting skills and familiarize yourself with support tools like Intercom or Zendesk.
Prepare examples of how you've handled complex customer issues and contributed to process improvement in previous roles.
Research Boldr's company culture, values, and mission to demonstrate your fit within the team.

ATS Keywords: (See the list below)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Authenticity: Build meaningful connections with customers by being genuine and empathetic.
Curiosity: Approach each customer interaction as an opportunity to learn and grow.
Dynamism: Embrace change and adapt to new technologies and processes quickly.
Ambitious Vision: Strive to exceed customer expectations and drive boldr impact.
Operational Excellence: Ensure that every customer interaction is efficient, effective, and focused on delivering exceptional results.

Collaboration Style:

Cross-functional integration between technical support, external teams, engineering, and product teams.
Code review culture and peer programming practices within the Technical Support team.
Knowledge sharing, technical mentoring, and continuous learning opportunities.

📝 Enhancement Note: Boldr's team culture emphasizes authenticity, curiosity, dynamism, ambitious vision, and operational excellence, with a focus on creating meaningful connections and partnerships.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Working in a dynamic environment with frequent product updates and a wide range of customer requests.
Troubleshooting complex technical issues and escalating them to relevant teams when necessary.
Identifying trends in customer issues and contributing to process improvement initiatives.

Learning & Development Opportunities:

Professional development opportunities, including training and certifications.
Internal promotions and career progression within the Technical Support team or other departments.
Opportunities to work on special projects and pilots aimed at improving teammate efficiency and the overall customer experience.

📝 Enhancement Note: Boldr offers growth opportunities for candidates who demonstrate strong performance, a commitment to continuous learning, and a passion for driving boldr impact.

💡 Interview Preparation

Technical Questions:

Describe a complex customer issue you've handled in the past and how you resolved it.
How do you stay organized and manage your time when handling multiple customer requests simultaneously?
Can you walk us through your troubleshooting process for a hypothetical technical issue?

Company & Culture Questions:

Why are you interested in working for Boldr, and how do your values align with ours?
How do you approach building meaningful connections with customers from diverse backgrounds and cultures?
Can you provide an example of a time when you went above and beyond to ensure customer satisfaction?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for the interview by researching Boldr's company culture, values, and mission, and by brushing up on your troubleshooting skills and customer support experience.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the application link provided.
Tailor your resume to highlight your technical support experience, problem-solving skills, and customer service achievements.
Prepare for the interview by researching Boldr's company culture, values, and mission, and by brushing up on your troubleshooting skills and customer support experience.
Practice your communication skills and be ready to discuss your approach to customer support and process improvement.

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

ATS Keywords:

Customer Support: Customer Service, Customer Experience, Customer Satisfaction, Customer Interaction, Customer Care
Technical Support: Troubleshooting, Problem Solving, Technical Issues, Technical Assistance, Technical Issues Resolution
Communication: Verbal Communication, Written Communication, Active Listening, Clear Communication, Effective Communication
Analytical Thinking: Problem Solving, Critical Thinking, Data Analysis, Process Improvement, Trend Identification
Adaptability: Flexibility, Agility, Change Management, Dynamic Environment, Quick Learning
Empathy: Customer Empathy, Emotional Intelligence, Active Listening, Customer-Centric, Customer Focus
Team Collaboration: Cross-Functional Teams, Teamwork, Collaboration, Knowledge Sharing, Peer Programming
Self-Motivation: Proactivity, Self-Starter, Initiative, Drive, Motivation
Attention to Detail: Precision, Accuracy, Carefulness, Thoroughness, Meticulousness
Learning Agility: Quick Learning, Adaptability, Continuous Learning, Lifelong Learning, Skill Development
Support Tools: Intercom, Zendesk, Support Ticketing Systems, Customer Relationship Management (CRM), Helpdesk Software
Dynamic Environment: Fast-Paced Environment, Change Management, Agile, Adaptability, Quick Adaptation
Client Satisfaction: Customer Satisfaction, Net Promoter Score (NPS), Customer Loyalty, Customer Retention, Customer Happiness

Technical Support Specialist