Onsite Technical Support Specialist - Customer-Focused

SupportNinja; Central Luzon; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

Competitive pay

Government-mandated benefits

Retirement match

Life Insurance

HMO from day 1

Paid time off

Bonus plans

Skills training

Employee referrals

Onsite office space

Free lunch daily

Job summary

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

This full-time on-site role requires clear communication, CRM familiarity, and a proactive attitude. You will triage tickets, escalate complex problems, and collaborate with teams to ensure

Qualifications

• 6 months of experience in a technical support role or equivalent preferred.
• Good communication skills, both verbal and written.
• Proficiency in using computer applications and software.
• Experience using a CRM preferred.

Responsibilities

• Provide basic technical support to customers who are experiencing technical issues with their 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 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.

Skills

Technical support

Communication skills

CRM experience

Computer literacy

Tools

CRM software

Job description

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

This full-time on-site role requires clear communication, CRM familiarity, and a proactive attitude. You will triage tickets, escalate complex problems, and collaborate with teams to ensure