Technical Support Specialist: Clear Solutions for Customers

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

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.