Technical Support Representative II
Paglalarawan ng trabaho
Employment Type:Full-Time
Work Setup: Remote/WAH
Equipment Provision:BYOD (Bring-Your-Own-Device)
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 complex 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 KPI’s
What are the required qualifications of a Technical Support Representative III?
- At least 12 months' experience in a technical support role or equivalent preferred
- Good communication skills, both verbal and written
- Proficiency in using computer applications and software
- Experience using a CRM preferred
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
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space (for onsite employees)
- Free lunch provided daily (for onsite employees)
If you are interested, you can access your instant interview here:
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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Mga kasanayang nabanggit
SupportNinja was founded in 2015 with the mission to help successful companies solve for scale by connecting them with a wider world of talent. This approach allows client companies to free up resources, extend their capacity, and accelerate growth. The company specializes in providing business process outsourcing (BPO) services, focusing on customer experience and back-office support for tech companies and startups globally. Initially concentrating on fast-growing technology companies in Silicon Valley, SupportNinja has since expanded its services to clients worldwide. Headquartered in Austin, Texas, SupportNinja also has significant operations in the Philippines, tapping into the business process outsourcing talent there. The company also has offices in Romania, further extending its 24/7 customer experience footprint and multilingual capabilities. SupportNinja offers a range of services including customer support, technical support, content moderation, data processing, finance and accounting, lead generation, and image editing. They pride themselves on an innovative omnichannel solution that provides businesses with comprehensive support. The company emphasizes a client-centric and employee-focused approach, striving for ongoing improvement, humility, transparency, and happiness. This is reflected in their commitment to investing in their agents' education and wellness to effectively meet demands and scale businesses. SupportNinja's 'Ninjas' are treated like members of the client's team and are trained across a wide range of software, brands, products, and policies. The company offers flexible solutions, allowing clients to either hand-pick and manage their outsourced team or let SupportNinja handle everything from talent sourcing to team management. This adaptability, combined with a focus on creating exceptional customer experiences, has led to significant growth, with the company experiencing over 250% growth over a recent three-year period. SupportNinja has been recognized for its services, including being named an Outsource Partner of the Year in the 2025 Excellence in Customer Service Awards and twice listed as one of the Inc. 500 fastest-growing companies in North America.
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