Technical Support Representative

2 weeks ago

Manila, National Capital Region, Philippines SupportNinja Full time

We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

he 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.

What does a day in the life as a Technical Support Representative look like?
  • Responds to client emails via Zendesk ticketing system.
  • Research and identify solutions to software and/or hardware issues.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Talks clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
  • Properly escalates unresolved issues to Technical Support II team
  • Provides prompt and accurate feedback to customers.
  • Refers to and maintains internal databases or external resources to provide accurate tech solutions.
  • Ensures all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Prepare accurate and timely management reports.
  • Documents technical knowledge in the form of notes and manuals and a knowledge base.
  • Perform other duties as assigned.
What are the required qualifications for a Technical Support Representative?
  • At least one year of basic technical support experience
  • Excellent communication, interpersonal, organizational and presentation skills.
  • Familiar with networking hardware and software issues. Core Competencies
  • Customer Service/Focus
  • Logical Thinking Skills
  • Problem- solving skills
  • Research Skills
  • Technology/ Technical Skills
  • Zendesk Experience is a plus
  • Willing to work on a project-based setup
Required personal computer/laptop/equipment specifications and internet speed
  • Minimum Processor: Intel i5 or equivalent Ryzen 5 * Minimum of 8GB Ram
  • Minimum of 250GB HDD
  • Windows 10 Pro / Windows 11 Pro Operating System:Must be Genuine License
  • Windows OS build model 21h2 and up. (IT will perform an upgrade to your device)
  • Sound card and video card (built-in is okay) *
  • Minimum 19" of Monitor, preferably 22'
  • Headset (USB type)
  • Internet Speed at least 25MBPS or higher
  • ***Mac Os, Macbooks are not qualified

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

●Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.


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