**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 general 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**
This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support associate work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.
A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.
**WHY DO WE WANT YOU**
We are currently looking for impact-driven individuals who are passionate in 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
- Installs, modifies,



and makes minor repairs to computer hardware and software systems.
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
- Maintains system functionality by testing computer components.
- Helps design and implement networks.
- Consults with users to determine appropriate hardware and software needs and assist in placing orders.
- Tests compatibility of new programs with existing ones.
- Gather data to identify and evaluate technical purchasing options.
- Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
- Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
- Train users on new software in person or through a variety of tutorial channels, including self-guidance training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
- Maintain systems capability by testing computer components.
- Carries out software, network, and database performance tuning.
- Document hardware and software updates.
- Keep up to date on technical advancements by attending educational workshops, reviewing professional publications,



and participating in professional societies.
- Prepare reference material for users by drafting operation instructions.
**Requirements**:
YOU HAVE
- Experience in providing technical support: installing and uninstalling apps from phones and computers.
- Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
- Ability to thrive in a dynamic and evolving environment
- must be adaptable.
- Metrics-driven and proven ability to handle a high volume of customer interactions.
- Strong conflict resolution skills and even temperament to challenging situations.
- Native or near-native written and spoken English.
- Ability to properly understand and convey tone via written communications.
- Creative problem solving skills.
- Impeccable judgment - the ability to make fact-based decisions that support outcomes, particularly in ambiguous situations.
- Loads of empathy - you genuinely care!
- Proactive attitude and ability to work with limited supervision,
**Plus Requirements**
- Support the team by executing on initiatives and collaborating on projects.
- Take initiative and identify areas of opportunity that you can contribute with to help the team as it grows.
- Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
- Flexible work schedule.
- Passion for Customer Experience.
- A proven ability to work remotely as part of a team but also with little direction is highly desired.

📌 Technical Support Specialist (Mérida)
🏢 Boldr
📍 Mérida