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Boldr

Tech Support Team Captain

Full-time

Pasig, Metro Manila

Information Technology

1 month ago

WHAT YOU’LL LIKE ABOUT US Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great. We geek out..

WHAT YOU’LL LIKE ABOUT US

Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
We geek out on new ideas, proposals, and anything that will positively impact our clients and of course, you!
We’ve got training sessions in store to help you level up your skill set.
With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
We have rest and relaxation benefits.
We also cap off every week with a bit (a lot) of competitive board games.

WHAT IS YOUR ROLE

We’re on a mission to keep children safer online - both at home and at school. We use cutting-edge machine-learning technology to detect issues like cyberbullying, sexting, signs of depression, suicidal thoughts, and more. We also offer internet filtering and limits.

As our Senior Technical Support Specialist Tier III, you’ll engage with our potential customers, help new customers get the most out of Bark, and gather feedback from customers who choose to discontinue using Bark. You will be responsible for the success and retention of customers, while responding to and resolving escalated technical, product, or account issues. This is an incredibly important role that makes a direct impact on the company’s success.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about 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

Act as the company gatekeeper using computer technology to handle email inquiries, and phone calls.
Have scheduled availability for Tier III (escalated) calls, tickets, and chats.
Participate in resource development to benefit the team at large in specified areas of expertise
Respond to inbound customer service questions about product functionality, pricing, billing, and generally advise on company information.
Provide suggestions for improvement or new features based on customer feedback and work with our engineering team to implement them.
Provide thought leadership on your assigned shift for all Tier I and Tier II agents as it relates to troubleshooting and problem resolution
Provide shift oversight when managers are unavailable to ensure efficient handling of all incoming customer communications Demonstrate proficiency in technical troubleshooting best practices and ability to document and escalate issues to the product team

2+ years of related experience is required for applicants with a Bachelor's degree.
Previous experience working as a Team Leader
Excellent written and verbal communication skills via email, telephone, in-person, chat
Learn quickly and exhibit tech savviness.
Ability to work under pressure, organize, and prioritize responsibilities.
Experience speaking about technology with non-tech-savvy customers.
Knowledge of Google Suite, and Zendesk (or other ticketing system).
.

Quick Apply

Boldr

Team Captain

Full-time

Tacloban, Western Visayas (Region V

Others

3 months ago

A LITTLE BIT ABOUT Boldr Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, m..

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 the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.

WHY DO WE WANT YOU

WHAT WILL YOU DO

People Management

Identify growth and development opportunities for team members - coaching
Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Performance Quality Management

Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
Ensure that team members are properly trained and working consistently to meet client needs.
Ensure that the team meets company and client-specific KPI targets.

Logistics

Ensure that team members and equipment needs are met to sustain service levels.
Recommend/suggest relevant alternatives to the product or tool being used by the company.

Internal Coordination

Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.
Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.

External Communications

Be familiar with the client’s key contacts, unique requirements, and operating processes Implement policies related to the Client’s products.
Contribute to the ongoing development of customer support and success processes.
Demonstrate mastery of the company and Client’s offerings (i.e. its product and services).
Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! #beboldr
Passionate about learning and developing relationships with clients
Analytical and a problem-solver
Able to multitask and prioritize
Adaptable to change and attentive to detail
Able to work well in a team environment
Able to reduce frustration on heated topics by listening and being solutions-oriented
Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
Able to handle conflict and pressure, set priorities and abide by them, and consistently maintain a positive client service image under difficult conditions

YOU HAVE…

Three years of supervisory experience in a related field (especially email and chat support).
A general understanding of content moderation.
Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).
Intermediate 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, both verbally and in written form.
Aptitude to quickly learn and navigate new technology, systems, and applications.
Ability to accept feedback gracefully and with an open mind.

Quick Apply

Riesa Management Inc.

Captain Waiter

Full-time

Pasig, Metro Manila

Others

10 months ago

As a captain waiter you are responsible to promote and ensure guest satisfaction, maintain a safe and sanitary work environment and ensure only the h..