Technical Support Representative II

Equipment provision: Bring your own device (BYOD)

The Technical Support Representative II will work with our customers to resolve routine and advanced technical issues as well as address general account concerns.

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

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide world-class support via telephone, email, and chat - software applications (SaaS)
• Troubleshoot, diagnose, identify issues through research, testing, and remote screen sharing
• Communicate with customers to answer product questions and diagnose technical problems
• Collaborate with the Engineering team to troubleshoot bugs and escalate issues
• Serve as the voice of the customer and collect feedback and feature requests to drive continuous improvement across all departments
• Create and maintain customer resources, such as help articles and internal tools
• Assist with data importing for customer implementations

EXPERIENCE

• 1-3 years of experience in a customer facing support role with technical support experience

KNOWLEDGE

• Self-starter and self-learner who is continuously trying to improve themselves and processes
• Prior technical support experience working directly with customers
• Excellent written and verbal communication skills
• Tech-savvy, adaptable, and comfortable with frequent product updates
• Superior customer service skills – responsive, compassionate, resourceful and solution-oriented
• Passion for software and emerging technologies
• Ability to utilize spreadsheet software (Excel, Google Sheets)
• Bonus Points For:
• Familiarity with Intercom and SQL
• Familiarity with APIs and reading API documentation

DESIRED BEHAVIORS

• Receptive to change – flexible; seeks and adopts improved approaches and processes
• Initiates action – results oriented, responsible for actions and outcomes
• Manages the workload – prioritizes, solves problems, monitors results
• Technically proficient – applies technical knowledge to achieve expected outputs
• Takes responsibility for own learning – seeks feedback and improvement
• Communicates ideas respectfully and collaborates with colleagues
• Works collaboratively and contributes to a positive work environment
• Displays ethical character and competence; acts with integrity and accountability
• Promotes equality and inclusivity; values diverse thoughts and experiences
• We are an equal opportunity workplace; committed to equal employment opportunities regardless of protected characteristics

What are the required qualifications for a Technical Support Representative?

• 1-2 years SaaS experience
• Customer-facing experience with emails, chats, and phone calls
• API familiarity and basic API integration knowledge
• Technical skills in SaaS environments
• Familiarity with Intercom and SQL
• Familiarity with reading API documentation

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

If you're interested, you can access your instant interview here:

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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.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology and Customer Service
• Industries: Outsourcing and Offshoring Consulting

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