SaaS Technical Support Specialist – Email & Chat

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🕒 Julho 15

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SupportNinja

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

🤝 B2B

🤖 Inteligência Artificial

🏢 Corporativo

💰 $500.000 Seed Round - SupportNinja em 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja é um provedor de terceirização e experiência do cliente (CX) habilitado por IA que oferece serviços de terceirização escaláveis, movidos por tecnologia, para empresas em rápido crescimento. Eles combinam agentes humanos com fluxos de trabalho impulsionados por IA (marcados como NinjaAI) para fornecer suporte ao cliente, suporte técnico, integração de clientes, conversão, renovações, moderação de conteúdo, operações de dados e serviços de finanças e contabilidade. A SupportNinja enfatiza o design com prioridade à privacidade e conformidade (SOC 2 Tipo 2, PCI-DSS, HIPAA, GDPR), oferece um processo de lançamento Management-as-a-Service (MaaS) e se posiciona como um parceiro para empresas de grande porte e em estágio de crescimento que buscam aumentar sua capacidade e melhorar resultados ao longo da jornada do cliente.

Descrição

• Provide basic technical support to customers experiencing technical issues with their products or services. • Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions. • Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues. • Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner. • Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary. • Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required). • Interact with every customer with kindness, extreme professionalism, and a high level of empathy. • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty. • Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon). • Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system. • Coordinate and communicate internally using Slack and proprietary internal communication tools. • Collaborate cross-functionally with other departments as needed to resolve customer issues. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Perform other duties as assigned.

🎯 Requisitos

• Minimum of one (1) year of experience in a technical support role. • Minimum of six (6) months of experience in a customer support role. • SaaS (Software-as-a-Service) background is an absolute must-have. • Good communication skills, both verbal and written, optimized for high-quality email and chat communication. • High proficiency in using computer applications and software. • Ability to work PST working hours and commit to a 24/7 shifting schedule (including night shifts and weekends). • Experience using a CRM is preferred. • Familiarity with help desk software (such as Intercom or Zendesk) is a plus.

🏖️ Benefícios

• Competitive Compensation • Retirement Savings Program with Company Matching to support your long-term financial goals. • Life insurance coverage. • HMO coverage starting on Day 1. • Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service. • Paid time off plus birthday leave. • Opportunities for skills training and personal and professional development. • Employee Referral Program with rewards for successful referrals.