Technical Support Representative (L3)

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.

Start Date: ASAP

Salary Range: 900 USD/monthly

Work Schedule: 9:00 AM to 6:00 PM EST Monday-Friday

Work Set Up: Permanent Remote / Work-At-Home

Type of Contract: Full Time Employment

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.

Start Date: ASAP

Salary Range: 900 USD/monthly

Work Schedule: 9:00 AM to 6:00 PM EST Monday-Friday

Work Set Up: Permanent Remote / Work-At-Home

Type of Contract: Full Time Employment

Equipment Provision: Company Provided

JOB SUMMARY:

What does a day in the life of a Technical Support Representative look like?

Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service via phone, email or chat.

Identifies and troubleshoots technical problems, and provides timely and effective solutions to customers.

Leverage knowledge to provide technical analysis, assess needs, uncover errors (user error or platform bugs) and provide solutions.

Acquire proficiency in the use and configuration of the clients products through customer-led training.

Work alongside the Product Support team to gather requirements, design and implement custom solutions for customers.

Provide customer specific configuration for products, review and validate solution designs produced by other Services team members

Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the product.

Closely follow process workflows and support in implementation of initiatives, projects as directed by leadership and the client.

What are the required qualifications of a Technical Support Representative?

Minimum 3 years of Technical Support with hands-on working experience in configuration, customization, and implementation of SaaS applications.

Prior experience in Event Marketing preferred

Excellent communication (written and verbal), problem solving and management skills.

Minimum of 3 years of technical support background that involves application support and API troubleshooting.

Basic knowledge working with Google Sheets, Excel, etc.

Working knowledge of the following is preferred:

Project Management Softwares

HTML, JavaScript (JQuery / Node.js), CSS

Previous experience of working with complex and nuanced products.

Proficiency in Google Docs, Microsoft Office, social media management tools, and relevant software programs.

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.