We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
The Technical Support Representative is responsible for providing basic to advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.
What does a day in the life as a Technical Support Representative look like? Provide technical support to customers by phone, chat, and emailProvide troubleshooting steps for the device and/or account of the customerConduct account and/or device walkthroughsResearch customers’ concern to provide appropriate resolutionCreate and maintain case management records of daily problems and remedial actions taken, or installation activitiesObtain product mastery in order to respond to the customers’ concerns promptly and accordinglyAcquire proficiency in the use and configuration of products through customer led trainingCreate and maintain knowledge base articles to foster customer self-help tools available on-lineMaintain and help optimize existing systemsLeverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutionsPerform other duties as assigned
What are the required qualifications for a Technical Support Representative? Undergraduates are welcome to applyAt 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 connectivityStrong communication skills, both verbal and writtenProficient in using computers and various software applicationsMust be able to meet the equipment requirements for work at home setupNice-to-have qualifications:Experience in a call center environmentExperience supporting customers on all channels - voice calls, chat and email Familiar with CRM systems and practicesTroubleshooting devices such as phones, printers, cable, routers etc.Knowledge of major operating systems including Windows and Mac OS/XNinja Perks and Benefits
*Full time employees
● 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
● Beautiful office space (for onsite employees)
● Free lunch provided daily (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
