Technical Support Specialist - Tier 2

As a Technical Support Specialist - Tier 2 at Boldr, your primary responsibilities include installing and troubleshooting computer hardware and software systems, resolving technical requests, consulting with users to assess their needs, and aiding in network design and implementation. You'll maintain system functionality, test compatibility of new applications, and train users on new software, ensuring a seamless experience and high client satisfaction.

To qualify for the Technical Support Specialist - Tier 2 position at Boldr, you should have at least two years of technical support experience, preferably assisting customers through email and chat. It's essential to possess a general knowledge of web-based and mobile applications, strong written and spoken English skills, and the ability to handle high volumes of customer interactions while providing exceptional customer experiences.

To excel as a Technical Support Specialist - Tier 2 at Boldr, embrace your curiosity and empathy in every customer interaction. Prioritize client satisfaction, use challenges as opportunities to provide value, and continually enhance your technical knowledge. Also, adapt to the dynamic environment and collaborate effectively with your team to build robust solutions and processes that contribute to the company's success.

The work environment for a Technical Support Specialist - Tier 2 at Boldr is collaborative and fast-paced. You'll be part of a global team focused on delivering exceptional client experiences. The culture emphasizes authenticity, curiosity, and empathy, making it essential to adapt to changes and work both independently and as part of a cohesive unit, ultimately driving impactful results for clients.

A Technical Support Specialist - Tier 2 at Boldr provides comprehensive technical support, which includes troubleshooting hardware and software issues, answering client inquiries, assisting with installations, and educating users on best practices. Your role will also involve documenting updates and engaging with clients to gather insights that enhance ongoing service delivery and product improvements.

When answering this question, consider sharing specific examples of your previous roles where you successfully resolved technical issues. Discuss various tools you used and detail your approach to troubleshooting, emphasizing your analytical skills and ability to communicate effectively with clients.

To address this question, emphasize your organizational skills and strategies you employ, such as using task management tools or setting priorities based on urgency and impact. Highlight your ability to remain calm under pressure and efficiently manage time while ensuring quality service.

Provide a clear example of a challenging situation, explaining the context, your thought process, and the steps you took to resolve it. Focus on what you learned from the experience and how it has improved your skills as a Technical Support Specialist.

Discuss your familiarity with helpdesk ticketing systems, remote desktop tools, and any software you’ve used for documentation and communication. If applicable, mention specific tools you are confident in using and how they've helped streamline your support tasks.

When responding to this question, describe your method for training users, such as creating clear user manuals, offering one-on-one sessions, or utilizing video tutorials. Emphasize your ability to tailor your training style to the user's needs and promote user engagement.

Reflect on the qualities Boldr values, such as curiosity and empathy, and connect those with your past experiences. Share examples that showcase your alignment with the company's values, along with your passion for customer satisfaction and continuous improvement.

Discuss your strategies for staying informed about the latest trends and technologies, such as attending workshops, reading publications, participating in online forums, or continuous education courses. This demonstrates your commitment to personal growth and ensuring you provide the best support possible.

When addressing this question, highlight your remote work experiences, the tools you used for communication and collaboration, and how you managed your responsibilities independently. Emphasize your ability to build rapport with team members and contribute effectively from a distance.

Respond by outlining your conflict resolution strategy, focusing on active listening, empathy, and finding common ground. Provide an example where you successfully turned a challenging interaction into a positive outcome through effective communication and problem-solving.

Explain your approach to acquiring customer insights, such as surveys, direct communication, or monitoring user interactions. Highlight the importance of feedback in improving services and show your willingness to implement changes based on those insights.