Technical Support Representative

1 month ago

Pampanga, Philippines NinjaAsia, Inc. Full time

The Technical Support Representative is responsible for providing basic to advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

This is an onsite position at The Hideout, Clark, Pampanga.
 

What does a day in the life as a Technical Support Representative look like?

Provide technical support to customers by phone, chat, and emailProvide troubleshooting steps for the device and/or account of the customerConduct account and/or device walkthroughsResearch customers’ concern to provide appropriate resolutionCreate and maintain case management records of daily problems and remedial actions taken, or installation activitiesObtain product mastery in order to respond to the customers’ concerns promptly and accordinglyAcquire proficiency in the use and configuration of products through customer led trainingCreate and maintain knowledge base articles to foster customer self-help tools available on-lineMaintain and help optimize existing systemsLeverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutionsPerform other duties as assigned

 

What are the required qualifications for a Technical Support Representative?

Undergraduates are welcome to applyPrevious experience in a technical support or equivalent position from a BPO/contact center industry:Level 1: At least 6 months of experience in technical support or related fieldLevel 2: 1-2 years of experience in technical supportLevel 3: 3+ years of experience in technical support, including advanced troubleshooting and problem-solving skillsGood communication skills, both verbal and writtenProficient in using computers and various software applicationsKnowledge with hardware and software troubleshooting, experience with installationsAmenable to work at the Hideout Office, Clark, Pampanga

 

Having these qualifications are helpful, but not required

Experience supporting customers on all channels - voice calls, chat and email Familiar with CRM systems and practicesBack-office support experienceTroubleshooting devices such as phones, printers, cable, routers etc.Knowledge of major operating systems including Windows and Mac OS/X

 

Ninja Perks and Benefits

Full time employees

Competitive compensationAdherence to government-mandated benefitsRetirement Savings Program with Company MatchingLife InsuranceHMO on day 1Paid time off, birthday leaveBonus and incentive plansOpportunities for skills training and personal and professional developmentEmployee Referral ProgramBeautiful office spaceFree lunch provided daily 24/7 Shuttle Service available

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

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