SupportNinja
Showing the world a better way to outsource.
outsourcing • customer support • customer experience • back-office support • lead generation
1001 - 5000
💰 Private Equity Round on 2021-02
Technical Support Representative
March 30
SupportNinja
Showing the world a better way to outsource.
outsourcing • customer support • customer experience • back-office support • lead generation
1001 - 5000
💰 Private Equity Round on 2021-02
Description
• Provide technical support to customers by phone, chat, and email • Provide troubleshooting steps for the device and/or account of the customer • Conduct account and/or device walkthroughs • Research customers’ concern to provide appropriate resolution • Create and maintain case management records of daily problems and remedial actions taken, or installation activities • Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly • Acquire proficiency in the use and configuration of products through customer-led training • Create and maintain knowledge base articles to foster customer self-help tools available online • Maintain and help optimize existing systems • Leverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutions • Perform other duties as assigned
Requirements
• Undergraduates are welcome to apply • At least two years of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support • Knowledge with basic troubleshooting on hardware device connectivity and wifi connectivity • Strong communication skills, both verbal and written • Proficient in using computers and various software applications • Must be able to meet the equipment requirements for work at home setup • Experience in a call center environment (helpful, but not required) • Experience supporting customers on all channels - voice calls, chat and email (helpful, but not required) • Familiar with CRM systems and practices (helpful, but not required) • Troubleshooting devices such as phones, printers, cable, routers etc. (helpful, but not required) • Knowledge of major operating systems including Windows and Mac OS/X (helpful, but not required)
Benefits
• A culture dedicated to core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy
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