Technical Support Representative II

🕒 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 advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improve 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 • Adhere to company policies and procedures • Meet or exceed performance targets for related KPs

🎯 Requirements

• Minimum of 1-2 years of experience in technical support or equivalent, preferably in a call center environment • Strong communication skills, both verbal and written • Advanced technical troubleshooting knowledge in hardware, software, and/or systems • Proficiency in using computer applications and software • Knowledge of battery/solar systems (preferred, but not mandatory) • Proficiency with tools like Genesis, Hubspot, and CRMs (preferred, but not mandatory)

🏖️ Benefits

• 21 Days Annual Leaves • Medical • Remote Work Allowance (400 lei/month) • Meal tickets (40 lei/working day) • Performance Bonus