Technical Support Representative II (SaaS)

SupportNinja; Philippines; A distancia; PHP 469.000 - 781.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and professional dev.

Employee referral program

Descripción de la vacante

SupportNinja is seeking a Technical Support Representative II to deliver high-quality assistance to our clients. This remote, full-time role in the Philippines involves handling inquiries via chat, email, and voice while collaborating with engineering to resolve complex issues and improve products.

You will support multiple SaaS products, including CMMS and Edge, and create custom reports for key customers.

Formación

• 2+ years in a customer-facing technical support role for SaaS.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.
• Proficiency with support tools and IT troubleshooting.
• Experience with US-based clients and Zendesk is a plus.

Responsabilidades

• Provide technical support to customers via phone, chat, and email.
• Troubleshoot complex issues across SaaS products and integrations.
• Collaborate with engineering to resolve problems and relay product feedback.
• Create and maintain support content and dashboards.
• Document interactions accurately in the CRM.
• Meet KPIs and participate in training to improve knowledge.

Conocimientos

Customer service

Technical support

Problem solving

Communication

Herramientas

Intercom

Zendesk

SQL scripting

Descripción del empleo

Technical Support Representative II (SaaS)

Service Delivery Full Time Salary Philippines - Remote, PH

Work Setup: WFH

Equipment: BYOD (Windows)

Schedule: 8am to 5pm CT | M-F

As a Technical Support Representative II, you will be responsible for providing exceptional customer service and technical support to our clients via chat, email and voice channels. This is a full-time role based in Metro Manila. You will be an integral part of our growing IT support team, working collaboratively to ensure our customers receive prompt and effective assistance with their technical queries and issues.

What does a day in the life of a Technical Support Representative II look like?

Provide exceptional technical support to customers via phone, email, and chat.

Handle complex technical issues across multiple client's products, CMMS, Edge, Zendesk and DataHub.

Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.

Manage support content and video management.

Work with Engineering teams to resolve issues and provide feedback to product development teams.

Handle escalations from Tier 1 Support Representatives.

Offer "premium Support" to key customers.

Create custom reports and dashboards.

Provide accurate information about products and services to customers

Recommend appropriate workarounds for customers, network hardware, software, and call flow routing/design elements

Develop a deep understanding of client services or products including features, functionality, connectivity and integrations

Follow up with customers to ensure that their issues have been resolved to their satisfaction

Properly and accurately document customer interactions and technical issues in the organization’s CRM

Assist customers by providing product demonstrations, training sessions and best practices as needed

Provide regular updates to leadership regarding customer feedback and support performance

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

What are the required qualifications for a Technical Support Representative II ?

2+ years of experience in a customer-facing technical support role for SaaS or Cloud-based applications.

Strong problem-solving and analytical skills with the ability to think critically.

Excellent communication and interpersonal skills, both written and verbal.

Proficiency in using various software applications and IT troubleshooting tools.

Ability to work effectively in a fast-paced, dynamic environment.

Passion for delivering outstanding customer service and a commitment to continuous learning.

Familiarity with Intercom and SQL scripting is a plus

Preferably with US Based clients experience and Zendesk Experience.

Software Application Support (SaaS Application) .

Support: Email, Chat and Voice .

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• 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! 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.