Support Technician

🕒 Março 19

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

🚫👨‍🎓 Sem graduação necessária

👻 Score fantasma 55%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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SupportNinja

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round em 2021-02

B2B • SaaS

A SupportNinja é uma empresa global de terceirização que se especializa em fornecer soluções de experiência do cliente, incluindo suporte ao cliente, suporte técnico ao cliente, moderação de conteúdo e processamento de dados. Eles combinam tecnologia de ponta com uma cultura que valoriza as pessoas em primeiro lugar para oferecer serviços personalizados e ágeis que permitem que as empresas escalem de forma eficiente e alcancem seus objetivos sem contratos rígidos de longo prazo. Com um forte foco em flexibilidade e personalização, a SupportNinja ajuda os clientes a navegar no crescimento, conectando-os com talentos e recursos especializados em diversos setores.

Descrição

• Provide best-in-class technical support to direct consumers for one or more partners • Troubleshoot and solve customer technology problems using company-provided tools • Identify and remove malware and viruses • Diagnose and resolve network and networking-device issues • Guide customers in using or setting up technical devices • Maintain a high level of customer satisfaction with a focus on first-call resolution • Build connections with potential customers, educate them about service benefits, and close sales • Handle support tickets from partner sales/customer representatives via calls, chats, and remote sessions • Close tickets within recommended service times • Document customer information, communications, and computer systems according to company quality standards • Encourage completion of customer surveys • Provide feedback on tools, processes, and business improvements • Represent the company professionally and ethically • Maintain working knowledge of products, services, and promotions • Review standard operating procedures and provide feedback and ideas

🎯 Requisitos

• Minimum of 2 years of related experience in technical support and in BPO dealing with consumers and/or businesses • Strong communication skills, both verbal and written • Proficient in using computers and various software applications • Hardware / Software technical support troubleshooting via remote access • Knowledge of technical support concepts, the connected home, and the Internet of Things (IoT) • Actual tech experience for consumer/business peripherals including laptops, computers, printers, scanners, etc. • Troubleshooting and resolving technology issues including malware removal, virus elimination, network diagnosis, and technical device setup • Troubleshooting macOS and Windows platforms to the registry level • Knowledge of home networks, wired and wireless, using switches, routers, printers, and IoT devices • Knowledge of internet connectivity using cable, DSL, satellite, and dial-up • Knowledge of consumer/business peripherals including printers, scanners, fax machines, MP3 players, digital cameras, cellphones, and PDAs • Knowledge of internet security • Ability to navigate through multiple computer applications with speed and accuracy • Excellent written and oral communication skills • Ability to communicate technical concepts clearly at the customer's level of understanding • Excellent customer interaction skills • Very good organizational and multitasking skills • Ability to problem solve and resolve problems creatively • Ability to review SOPs and provide feedback and ideas • Ability to type 30 to 40 words per minute • Courses in technology-related fields and customer service • MCDST, A+, HDI Support Center Analyst, or other relevant certification a plus • A second language a plus

🏖️ Benefícios

• 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)