Technical Support Representative II

Work Setup:
Permanent Remote/WAH

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
• Has excellent communication skills – both written and verbal
• Is tech-savvy, adaptable, and comfortable with frequent product updates
• Has superior customer service skills – owns the ability to be responsive, compassionate, resourceful and solution-oriented.
• Possess a love and understanding of software and emerging technologies
• Ability to utilize spreadsheet softwares (Excel, Google Sheets)
• Bonus Points For:
• Familiarity with Intercom and SQL
• Familiarity with APIs and reading API documentation

DESIRED BEHAVIORS

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
• Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
• Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.
• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
• Act as a good citizen.
• We celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish.
• Honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.

What are the required qualifications for a Technical Support Representative?

• 1-2 years SaaS experience
• Customer (B2B, end users/business owners) facing dealing with emails, chats, phone call
• API, API integration (basic knowledge)
• Excellent communication skills
• Technical skills: SaaS Phase
• SaaS applications: Zendesk
• Familiarity with Intercom and SQL
• Familiarity with APIs and reading API documentation

Ninja Perks and Benefits

• 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

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.