Web Application Support

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.

What does a day in the life of a Web Application Support (E-Commerce) like?
  • Responds to and solves incoming support requests via email, live web chat, and later on phones.
  • Maps out the most frequent issues and identifies potential solutions.
  • Research and identify solutions to hardware, software and/or network system issues.
  • Diagnose and troubleshoot technical issues.
  • Asks customers targeted questions to quickly understand the root of the problem.
  • Tracks computer system issues through to resolution, within agreed time limits.
  • Talks to clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
  • Properly escalates unresolved issues to appropriate internal teams.
  • Refers to 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.
  • Follow up with ticket issuers to ensure their IT systems are fully functional after troubleshooting.
  • Documents technical knowledge in the form of notes and manuals.
  • System onboarding, administration, and troubleshooting.
  • Working with our product and technology team to solve underlying issues
  • Improving help documentation for our customers and partners
  • Teaching our chatbot to automatically respond to common issues
  • Partnering with other departments as needed to support our customers
  • Providing Voice of Customer feedback to the Product team on a regular basis
  • Perform other duties as assigned.
What are the required qualifications of a Web Application Support (E-Commerce)?
  • 2-3 years experience in a technical support role for web applications (e-commerce) or similar role
  • Proficiency in using computer applications and software - Hubspot, Jira, MS Excel, Zoom
  • Experience using a CRM is preferred
  • Building case knowledge is a plus - embedding videos in website; generate scripts

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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