Technical Support Engineer – IoT, SaaS

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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

• Providing first-line technical support to our global customer base • Monitoring and responding to support tickets through our ticketing system • Performing initial troubleshooting and issue analysis • Escalating complex issues to Tier 2 or Engineering when required • Managing customer communication and ensuring timely updates in accordance with our SLA commitments • Providing remote technical support to Field Service Engineers while they are working onsite at customer locations • Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support) • Work cross functionally to explain issues and escalate as needed • Train customers on capabilities within the platform/product and best practices • Help customers understand the platform and the tools that can help them propel their business forward • Create the best customer experience in the industry

🎯 Requirements

• At least 1 year experience as Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solution) • Knowledgeable and experience in working with databases on a cloud environment • Strong knowledge and understanding of customer service and technical support principles and practices • Proficiency in using customer service software and tools such as CRM • Proficient in using computers and various software applications • Strong communication skills, both verbal and written - voice & email • Must have a high school diploma or equivalent • IOT device - understand how network works • Preferably in a call center environment • Previous client facing experience preferred • Experience in Salesforce and/or any CRM system • Certification

🏖️ Benefits

• 21 Days Annual Leave Credits • Medical • Remote Work Allowance (400 lei gross/month) • Meal tickets (40 lei/working day) • Experience infinite fun so you can have infinite growth.