Technical Support Representative
hace 5 meses
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.
Start Date**:ASAP**
Salary**:₱4,650,000**
Work Schedule**: TBD**
Work Set Up**:Remote**
Type of Contract**:Full Time**
Equipment Provision**:Company Provided**
**JOB SUMMARY**:
The Technical Support Representative L3 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 look like?**:
- Provides advanced technical support to customers who are experiencing complex 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
- Reports system issues to leadership
- 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
- Mentors other team members based on business needs
- 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’s
- Perform other duties as assigned
**What are the required qualifications of a Technical Support Representative?**:
- Must have high school diploma or equivalent
- Must be 18 years of age or older
- Strong communication skills (Spanish/English), both verbal and written
- Advanced technical troubleshooting skills in hardware, software, and/or network systems
- 3 years experience in a technical support role or equivalent
- Experience using a CRM preferred, but not required
**Ninja Perks and Benefits**
- ** **Competitive compensation**:
- ** **Paid time off, birthday leave**:
- ** **Bonus and incentive plans**:
- ** **Opportunities for skills training and personal and professional development**:
- ** **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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