Boldr is the first global B-Corp dedicated to delivering world-class... Login to continue A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-classClient experiences while creating access to dignified, meaningful work incommunities around the worldWe are a global team, united by our desire to connect diverse peoplewith common values for boldr impact. We employ just over a thousand team members across five countries andwe want to employ over 5,000 people by 2027, if not soonerLET'S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships, we'll always find EMPATHYWHAT IS YOUR ROLEAs a Tier 3 Technical Support Lead, you will lead a teamproviding Tier 3 support to an enterprise SaaS collaboration platformfocusing on faculty-first technology. You'll work closely withEngineering and Support teams to understand, investigate, diagnose, andsolve any complex issues on the platform. This includes identifying andpushing fixes into production.You will be tasked with designing and implementing solutions to optimizethe quality of our client's existing processes and systems. You willalso be working closely with different client stakeholders to ensurecontinuous improvement across their various products and services. You willalso act as a player/coach for a team of CX Tier 3 Engineers.As part of this pioneer team, you will help build out a support teamfrom scratch by acting as a consultant concerning CX and Engineering bestpractices and approaches. You will be instrumental in cultivating potentialgrowth opportunities for the team members within the T3 Supportorganization and other organizations (ie: Quality Assurance and T1Support).WHY DO WE WANT YOUWe are currently looking for impact-driven individuals who arepassionate about helping Boldr grow and achieve our Purpose. We expect ourTeam to become our ultimate partners to success by always giving their 110%in everything, sharing their talents and quirks, and championing our corevalues: Curious, Dynamic, and Authentic.What Will You DoTier 3 Technical SupportFamiliarize oneself with the Client's products, services, andofferingsUnderstand the Client's code base, logs, and serversUnderstand, investigate, diagnose, and solve any complex issuesdirectly escalated by the customers Identify, record, document, reproduce, report, and track bugs Maintain clear, concise, and positive communication for all cases in atimely and efficient manner including follow-ups with customersPerformance Quality ManagementMonitor and assess team members' performance, and provide timelyfeedback through regular coaching as well as through Weekly and Monthlyperformance reviewsEffectively and strategically prioritize a variety of tasks based onthe team's capacity, complexity of the issue, and urgency of theclient's needs. Ensure that team members are properly trained and working consistentlyto meet client needsEnsure that the team meets company and client-specific KPI targetsPeople ManagementAct as the lead for the engineers in the Philippines and potentially inthe US Monitor attendance and punctuality and other people issues of all teammembers and consistently escalate them to the HR department for properdisciplinary action as neededIdentify growth and development opportunities for team membersClient ManagementBe familiar with the client's key contacts, unique requirements,and operating processesDemonstrate mastery of the company and Client's offerings (i.e.its products and services)Understand the Client's code base, logs, and serversProvide weekly, monthly, and quarterly reports on team performanceagainst agreed-upon KPIsRequirementsWHAT WE'LL LIKE ABOUT YOU YOU ARE…Curious and authentic, just like us! #beboldr An analytical and critical thinker, with an eye for even the mostminute of detailsPassionate about client satisfactionYOU HAVE…Bachelor's degree or trained with a degree in Computer Science,Information Technology, Software Engineering, or a similar fieldAt least 1 year of experience in team managementAt least 2-3 years of experience in PHP, Rails, and JavaScriptAdvanced programming and development skills including databases andautomation systemsAt least 1-2 years of experience providing Technical Support and/orCustomer Service experienceFamiliarity with HTML, Angular, and JIRA is a plusA proven record of strong organizational, prioritization, and projectmanagement skills with extreme attention to detailExcellent analytical and problem-solving skillsBenefitsPrivate Health InsurancePaid Time OffWork From HomeTraining & DevelopmentMental Health ProgramPhilhealth Coverage Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home When applying state you found this job on Pangian.com Remote Network. #J-18808-Ljbffr
