Technical Support Specialist

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.

The Technical Support Representative II is responsible for providing 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?
  • Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
  • Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers
  • Communicates technical solutions to non-technical customers in a clear and concise manner
  • Escalates complex issues to higher-level team members as necessary
  • Documents customer interactions and technical issues in a customer relationship management (CRM) system
  • Provides feedback on product improvements and enhancements based on customer feedback and technical issues
  • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborates with other departments as needed to resolve customer issues
  • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Adheres to company policies and procedures
  • Meets or exceeds performance targets for related KPI'sPerforms other duties as assigned
What are the required qualifications for a Technical Support Representative?
  • 2-3 years of relevant work experience as Technical Support or equivalent
  • Experience using computer applications such as Microsoft Office and CRM software (any).
  • Knowledge of RDP, Teamviewer, and other related troubleshooting tools
  • Creating Knowledge-based documentation
  • Strong communication skills. An expert communicator in both small talk & high-pressure moments.
  • Strong analytical and problem-solving skills
  • Excellent time-management skills.
  • Takes the lead on projects while juggling other tasks. Must thrive in dynamic environments. Driven to grow and take on new responsibilities.
  • Team player, open to accepting feedback to ensure the team's success.
  • Strong attention to detail, organization skills, and ability to focus on assigned tasks with a passion for helping people
  • Ability to learn and work effectively in a remote and hybrid work environment
  • A quick thinker and a fast learner with the ability to work in a rapidly changing environment
  • Technology savvy individual who can adapt to rapidly changing tools and technologies
  • Excited about growing a career within a rapidly growing company
Nice-to-have qualifications:
  • ERP knowledge
  • SQL knowledge

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

● Beautiful office space

● Free lunch provided daily

● Employee Referral Program

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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