Technical Support Representative II (SaaS)

SupportNinja; Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Beautiful facility & Free Meals for on

Opportunities for skills training and

Employee Referral Program

Job summary

SupportNinja, located in Quezon City, Philippines, seeks an Technical Support Representative II to provide advanced technical help and exceptional customer service for SaaS products. You will troubleshoot hardware/software issues, communicate solutions clearly to non-technical users, and escalate when needed.

The role requires 2+ years in technical support, strong English communication, CRM familiarity, and the ability to learn continuously.

Qualifications

• Minimum 2 years of experience in technical support, preferably in a call center.
• Proficient written and verbal communication skills.
• Advanced troubleshooting across hardware, software, and systems.
• Proficient with common computer applications.
• Experience using a CRM is preferred.
• Analytical thinking to diagnose issues from multiple data sources.
• SaaS background is a hard requirement.
• C1 level communications.

Responsibilities

• Provide advanced technical support to customers with issues while delivering excellent service.
• Identify and troubleshoot complex problems and provide timely solutions.
• Explain technical solutions clearly to non-technical customers.
• Escalate complex issues to senior teams as needed.
• Document customer interactions and issues in the CRM.
• Give product feedback based on customer input and issues.
• Continuously learn about products, services, and processes.
• Collaborate with other departments to resolve issues.
• Maintain a positive, empathetic attitude toward customers and colleagues.
• Adhere to company policies and meet KPIs.
• Perform other duties as assigned.

Skills

SaaS background

C1 level communications

Advanced troubleshooting

Strong communication

Proficiency with computer applications

CRM experience

Analytical thinking

2+ years experience

Tools

CRM software

Job description

Work Setup:Onsite at The Sanctum, Quezon City

Schedule/Hours:7AM - 7PM ET (M-F)

Type of Contract:Full-time

Equipment:Company-Provided

Job Summary:TheTechnical Support Representative IIis 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 II 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 qualifications of a Technical Support Representative II?

• 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

• Proficiency in using computer applications and software

• Experience using a CRM preferred

• Analytical and critical thinking skills to diagnose hardware, software, and user-related issues using multiple data sources such as Intercom, backend tools, and customer inputs.

• SaaS background - hard requirement

• C1 level communications

Ninja Perks and Benefits

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Beautiful facility & Free Meals for onsite positions

• 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?

Visit our Facebook page to find out more: https://www.facebook.com/SupportNinjaPH