Technical Support Representative

🕒 June 1

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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 who are experiencing technical issues with their products or services • Identify and troubleshoot technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Ensure accurate ticket triaging • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide excellent customer service to ensure customer satisfaction and loyalty • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

🎯 Requirements

• 6 months of experience in a technical support role or equivalent preferred • Good communication skills, both verbal and written • Ability to communicate technical information to a non-technical audience • Critical thinking skills • Proficiency in using computer applications and software • Experience using a CRM preferred.

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Opportunities for skills training and personal and professional development • Experience infinite fun so you can have infinite growth.