Support Engineer
Boldr, Philippines
Job Description
We are looking for a Support Specialist to help provide unparalleled support and guidance to customers. You will quickly and effectively resolve complex customer inquiries that arise with our solutions, investigating and troubleshooting using your knowledge of SQL and the product. You'll also help to build and improve processes as a team, helping to develop internal dashboards, define the process for in depth investigations, and repeatable sleuthing protocol to help scale customer support function as Afresh continues to grow their customer base. You have support experience, a love of problem-solving, and are driven to help reduce fresh food waste in the grocery industry!
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:
- Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, engineering and product teams.
- Investigate tricky customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving our mission to reduce food waste.
- Help to build and improve upon debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
- Deeply understand our customers' needs, how our different Partners' needs differ, delighting customers and serving as the voice of the customer back to us.
- Grow with the organization and needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.
Requirements
- 1+ years of experience in technical customer support.
- 3+ years of experience working with databases and SQL, both writing and understanding queries, and familiarity with data stores and databases.
- Strong strategic and analytical skills with exceptional execution and problem solving capabilities.
- Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
- An uncanny ability to identify patterns and trends in tickets.
- A quick, decisive, and kind demeanor under pressure.
- clear, concise, empathetic writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs.
- Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases.
- Organized and self-motivated tendencies, and are comfortable operating within ambiguity.
- Experience in retail or grocery preferred, but not required.
Benefits
- Training amp; Development
- HMO on-day-one
- Special Leave Benefits for Women
- Mental Health Support
- PAG-IBIG
- SSS
- PHILHEALTH
- Paid time-offs