Technical Support Representative

3 days ago

Manila, National Capital Region, Philippines SupportNinja Full time

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Type of Contract: Full time

Schedule: Shifting (Flexibility required)

Job Summary: The Technical Support Representative is responsible for providing basic 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 look like?

  • Provide basic technical support to customers who are experiencing technical issues with their products or services
  • Provide first level support to assist with complex customer inquiries via email and chat with kindness, professionalism and a high level of empathy
  • Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
  • Communicate technical solutions to non-technical customers in a clear and concise manner
  • Ensure accurate ticket triaging
  • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
  • Escalate complex issues to higher-level team members as necessary
  • Document customer interactions and technical issues in a customer relationship management (CRM) system
  • Provide excellent customer service to ensure customer satisfaction and loyalty
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs
  • Continuously improves 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
  • Perform other duties as assigned

What are the required qualifications of a Technical Support Representative?

  • 1 year experience in a technical support role
  • SaaS background is a must-have
  • Good communication skills, both verbal and written
  • Proficiency in using computer applications and software
  • Experience using a CRM preferred
  • Familiarity with help desk software is a plus
  • Ability to work PST working hours

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
  • Beautiful facility & Free Meals for onsite positions
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program

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