Support Technician

🕒 March 19

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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)