SaaS Technical Support Specialist – Email & Chat

🕒 July 15

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.