Technical Support Representative II, SaaS

🔥 1 hour ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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 technical support to customers via phone, email, and chat • Handle complex technical issues across multiple client products, CMMS, Edge, Zendesk, and DataHub • Troubleshoot issues requiring in-depth technical knowledge and advanced problem-solving • Manage support content and video management • Collaborate with Engineering teams to resolve issues and provide product-development feedback • Handle escalations from Tier 1 Support Representatives • Offer premium support to key customers • Create custom reports and dashboards • Provide accurate product and service information • Recommend workarounds involving customers, network hardware, software, and call-flow routing/design elements • Develop deep knowledge of client services/products, features, functionality, connectivity, and integrations • Follow up with customers to confirm issue resolution • Document customer interactions and technical issues in the CRM • Provide product demonstrations, training sessions, and best practices • Report customer feedback and support performance to leadership • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Participate in training programs and continuous learning modules

🎯 Requirements

• 2+ years of experience in a customer-facing technical support role for SaaS or Cloud-based applications • Strong problem-solving and analytical skills with the ability to think critically • Excellent communication and interpersonal skills, both written and verbal • Proficiency in using various software applications and IT troubleshooting tools • Ability to work effectively in a fast-paced, dynamic environment • Passion for delivering outstanding customer service and a commitment to continuous learning • Familiarity with Intercom and SQL scripting is a plus • Preferably with US Based clients experience and Zendesk Experience • Ability to work 8am to 5pm CT, Monday through Friday

🏖️ 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 • BYOD (Windows) work-from-home setup

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