Technical Support Representative

SupportNinja; Colombia; Remote; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Competitive compensation

Gov't-mandated benefits

Skills development opportunities

Job summary

SupportNinja is hiring a Technical Support Representative in Colombia. The role involves delivering basic technical assistance to customers, troubleshooting issues, and providing clear, actionable solutions. You will manage customer interactions in a CRM and ensure issues are documented and resolved efficiently.

Remote work is offered with company-provided equipment. A customer-centric mindset, good communication, and foundational technical knowledge are essential to succeed in this position.

Qualifications

• 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.

Responsibilities

• Provide basic technical support to customers who are experiencing issues with products or services.
• Identify and troubleshoot technical problems and provide timely solutions.
• Communicate solutions to non-technical customers in clear terms.
• Ensure accurate ticket triaging and documentation in the CRM.
• Escalate complex issues when needed and collaborate with other teams.

Skills

Technical support

CRM experience

Communication

Critical thinking

Tools

CRM software

Ticketing system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Support Representative

Service Delivery Full Time Salary Colombia, CO 1 Attachments

2 days ago Requisition ID: 3738

Work Setup: Remote/WAH

Equipment: Company-provided

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

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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.

Attachments (1)

WFH Equipment and Workstation Compliance Policy 2024.pdf