SaaS Technical Support Specialist – Email & Chat

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 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).

🏖️ 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.