Technical Support Representative, HVAC, IoT

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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

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers • Communicates technical solutions to non-technical customers in a clear and concise manner • Escalates complex issues to higher-level team members as necessary customer interactions and technical issues in a customer relationship management (CRM) system • Provides feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborates with other departments as needed to resolve customer issues • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adheres to company policies and procedures • Meets or exceeds performance targets for related KPI’s • Performs other duties as assigned

🎯 Requirements

• Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment • Candidates should have experience in technical support, preferably in a technology company. • Ability to handle WiFi connectivity troubleshooting, app-related support, and other technical issues related to HVAC IoT products. • Strong communication skills, both verbal and written • Advanced technical troubleshooting knowledge in hardware, software, and/or systems • Proficiency in using computer applications and software • Experience using a CRM preferred • Phone, chat, and email requirement

🏖️ Benefits

• Competitive compensation • Beautiful facility & Free Meals for onsite positions • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Opportunities for skills training and personal and professional development • Employee Referral Program • Experience infinite fun so you can have infinite growth.