Senior Support Analyst

Job Description

Bolt is on a mission to democratize commerce. Since our founding, we’ve relentlessly focused on creating a world class buying experience that’s available for all online businesses – not just the giants of retail. Through CheckoutOS and our growing network of tens of millions of shoppers ready for one-click-checkout at the point of inspiration, Bolt is leveling the playing field for retailers and making shopping easy, trusted, and secure for consumers. The fact that we're revolutionizing ecommerce is only half of the equation – we’re also transforming the way we work. At Bolt, we’re committed to working Consciously , and believe in balancing execution with humanity. Our team is driven by the great technical challenges in our path, and by the thrill of creating a new standard for work. Come join us on the adventure today! Support Analysts are critical contributors to our customer’s success. Your excellent communication and problem-solving skills will maintain Bolt’s reputation across the industry for world-class customer service. You will also be an relentless advocate for our customers by providing insight and perspective to influence improvements within our product and across the organization. You will also have opportunities to shape and influence the direction of our growing Technical Support team.

What You'll Be Doing...

• Resolve customer requests and issues via chat, email and the occasional phone or Zoom call
• Collaborate with other Bolt team members to find solutions to difficult problems
• Contribute to team process improvements and efficiencies
• Help create and update self-service channels, ensuring that Bolt’s merchants can find answers to their questions even faster
• Provide occasional weekend on-call support

Requirements

• 2-4 years of work experience in a corporate, tech company or startup environment
• A natural problem solver who loves helping people
• Ability to type reasonably fast (35+ wpm) in a chat support environment
• Clear and effective communications, both written and verbal
• Attention to detail
• Ability to empathize with customers
• Willingness to follow established processes and guidance

What We'd Love to See...

• Previous technical support experience (ideally at a software company)
• Experience with web technologies (javascript, HTML, etc.)
• eCommerce or FinTech experience

Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. If you have a disability or special need that requires accommodation, please let us know. #LI-Remote Apply for this job