Technical Onboarding Specialist (SaaS, ZenDesk)

Description

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.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

We are currently seeking a highly skilled and experienced Level 2 - Technical Support Specialist to join our dynamic team. The ideal candidate will have a strong background in technical support within the software-as-a-service industry, providing high-quality service and support to our users.

Note: Once a Month - Onsite at the Foundry Office, BGC, Taguig or Sanctum Office, SM North EDSA, QC.

What does a day in the life as a Technical Onboarding Specialist look like?

Handle technical and customer support tickets for the Law Firm Portal and Funder Software through Zendesk Support, resolving issues and ensuring optimal functionality.

Be prepared to provide occasional support via phone calls as needed.

Manage and ensure the accuracy of data using deduper tools, merging, verifying, or correcting information inputted by users.

Be prepared to conduct occasional verification via phone calls as needed.

Conduct imports and manage data integration for key customers across both platforms.

Support client onboarding and training on both software systems, from assisting with introduction calls and templating documents, to performing product training sessions.

Manage demo requests, scheduling them via Pipedrive, sending calendar invites, and facilitating seamless client interactions.

Maintain and update user guides and support articles to provide up-to-date and accurate information to users.

What are the required qualifications for a Technical Onboarding Specialist?

Minimum of 2 years of experience in a technical support role, preferably in a software-as-a-service (SaaS) product environment.

Recent experience with Zendesk Support, demonstrating proficient use of the platform.

Basic to intermediate proficiency in MS Excel and Google Suite (Docs, Sheets, Mail, Calendar)Advanced proficiency in Microsoft Word for templating tasks

Excellent command of the English language, both written and spoken.

Comfortable handling occasional support calls.

Ability to work independently and as part of a team.

Must be resourceful, fast-learner, and creative

Proactive, presentable, not shy type

Must be willing to report onsite at least once a month at the Foundry Office, BGC, Taguig or Sanctum Office, SM North EDSA, QC.

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)

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.