Technical Support Representative

SupportNinja; Colombia; Presencial; COP 13.392.000 - 20.088.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Government-mandated benefits

Skills training and development

Descripción de la vacante

SupportNinja is seeking a Technical Support Representative to provide basic technical support to customers experiencing issues with products or services. You will use technical knowledge to identify and troubleshoot problems and deliver timely solutions while delivering excellent customer service.

The role emphasizes clear communication with non-technical customers, accurate ticket triaging, CRM documentation, collaboration with other teams, and ongoing learning through training programs.

Formación

• 6 months of experience in a technical support role or equivalent preferred.
• Good communication skills, both verbal and written.
• Ability to communicate technical information to a non-technical audience.
• Critical thinking skills.
• Proficiency in using computer applications and software.
• Experience using a CRM preferred.

Responsabilidades

• Provide basic technical support to customers who are experiencing technical issues with products or services.
• Identify and troubleshoot technical problems, and provide timely and effective solutions to customers.
• Communicate technical solutions to non-technical customers in a clear and concise manner.
• Ensure accurate ticket triaging.
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed.
• Escalate complex issues to higher-level team members as necessary.
• Document customer interactions and technical issues in a CRM system.
• Provide excellent customer service to ensure customer satisfaction and loyalty.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• 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.

Conocimientos

Communication

Critical thinking

Technical troubleshooting

Non-technical communication

Educación

6 months of technical support experience

Herramientas

CRM software

Ticketing systems

Descripción del empleo

The Technical Support Representative is responsible for providing basic 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 of a Technical Support Representative look like?

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves 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

What are the required qualifications for a Technical Support Representative?

• 6 months of experience in a technical support role or equivalent preferred
• Good communication skills, both verbal and written
• Ability to communicate technical information to a non-technical audience
• Critical thinking skills
• Proficiency in using computer applications and software
• Experience using a CRM preferred

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Opportunities for skills training and personal and professional development

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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.