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Technical Support Representative II
1 month ago
Full Time Salary Quezon City, Quezon City, NCR, PH
2 days ago Requisition ID: 1953
Work Setup: Onsite at the Sanctum, SM - North EDSA, QC
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 of a Technical Support Representative II look like?
- Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service.
- Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers.
- Communicate technical solutions to non-technical customers in a clear and concise manner.
- Escalate complex issues to higher-level team members as necessary.
- Document customer interactions and technical issues in a customer relationship management (CRM) system.
- Provide feedback on product improvements and enhancements based on customer feedback and technical issues.
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
- Collaborate with other departments as needed to resolve customer issues.
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
- Adhere to company policies and procedures.
- Meet or exceed performance targets for related KPIs.
- Perform other duties as assigned.
What are the required qualifications for a Technical Support Representative II?
- Minimum of 2 years of enterprise software support experience
- Demonstrated ability to troubleshoot basic support and technical issues in complex software environments
- Experience working with email and chat support
- Strong communication skills, both verbal and written
- Experience following comprehensive and technical troubleshooting guides and documented procedures
- Basic knowledge of some SaaS tech stack including, but not limited to:
- Some understanding of API functionality and troubleshooting
- Authentication systems (SSO / SAML / ADFS) and general security concepts and controls
- Reporting, analytics, and data flow across multiple web-based and on-premise platforms
- Logging software (e.g., SumoLogic): Ability to create queries and find required logs
- Basic familiarity with AI and LLM concepts
Ninja Perks and Benefits
*Full time employees
- 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
- Employee Referral Program
- Beautiful office space
Free lunch provided daily.
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