Technical Support Representative II - REMOTE

SupportNinja; Philippines; Remote; PHP 300,000 - 500,000; Full time

Benefits offered by this job

Full time employees

Competitive compensation

Adherence to government-mandated benef

Retirement Savings Program withCompany

Life Insurance, HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and

Employee Referral Program

Experience infinite fun so you canhave

Job summary

SupportNinja is seeking a Technical Support Representative II to provide advanced technical support to customers, troubleshoot issues, and deliver timely solutions while maintaining excellent service. This remote role is based in the Philippines with ASAP start.

The ideal candidate has at least 2 years in technical support (call center preferred), strong written and verbal communication, and proficiency with computer applications and CRM.

Qualifications

• Minimum of 2 years of experience in technical support or a call center environment.
• Strong written and verbal communication skills.
• Proficient with computer applications and CRM.

Responsibilities

• Provide advanced technical support to customers and troubleshoot issues while delivering excellent customer service.
• Identify and resolve complex technical problems and provide timely solutions.
• Document customer interactions in a CRM system and escalate complex issues when necessary.

Skills

Strong communication

Advanced troubleshooting

Customer service

CRM proficiency

Tools

CRM

Job description

Work Setup: Remote - Philippines Start Date : ASAP Schedule: Must be flexible, including night shift Equipment: BYOD

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

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• 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
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KP's
• Perform other duties as assigned

What are the required qualifications for a Technical Support Representative?

• Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Critical thinking skills
• Proficiency in using computer applications and software
• Experience using a CRM preferred

Ninja 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
• Experience infinite fun so you can have infinite growth.

Discover a better way to grow at SupportNinja

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.