Technical Support Representative II (SaaS)

SupportNinja

Quezon City

On-site

PHP 279,000 - 391,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Competitive compensation

Retirement savings

Life insurance

HMO on day 1

Paid time off

Free meals

Job summary

SupportNinja is looking for a Technical Support Representative II to provide advanced technical support to customers experiencing product issues. This position requires strong communication skills and technical troubleshooting abilities to identify and resolve customer problems effectively.

Candidates should have a minimum of 2 years in technical support, preferably in a call center, along with experience in using CRM systems.

Qualifications

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.
SaaS background - hard requirement.

Responsibilities

Provide advanced technical support to customers with technical issues.
Identify and troubleshoot advanced technical problems.
Communicate technical solutions to non-technical customers.
Document customer interactions in a CRM system.
Collaborate with other departments to resolve customer issues.

Skills

Technical troubleshooting

Strong communication

Analytical thinking

CRM experience

Proficiency in applications

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:

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 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