Technical Support Representative II SaaS

Ninja Partners; Quezon City; A distancia; PHP 446.000 - 725.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

HMO on day 1

Paid time off

Descripción de la vacante

SupportNinja is seeking a Technical Support Representative II to work remotely from Metro Manila, Philippines. You will handle customer inquiries via chat, email, and voice, troubleshooting complex issues across multiple products and communicating with engineering teams to resolve them.

Responsibilities include creating reports, maintaining CRM records, and delivering premium support to key clients. Candidates should have 2+ years in SaaS tech support and strong Intercom/Zendesk familiarity.

Formación

• 2+ years in a customer-facing technical support role for SaaS or cloud apps.
• Strong problem-solving and analytical skills with critical thinking.
• Excellent written and verbal communication.
• Proficiency with software applications and IT troubleshooting tools.
• Ability to work in a fast-paced environment.
• Familiarity with Intercom and SQL scripting is a plus.
• US-based clients experience and Zendesk familiarity preferred.

Responsabilidades

• Provide technical support to customers via phone, email, and chat.
• Handle complex issues across CMMS, Edge, Zendesk and DataHub.
• Troubleshoot issues with in-depth technical knowledge.
• Collaborate with Engineering teams to resolve issues.
• Assist customers with premium support for key accounts.
• Create custom reports and dashboards.
• Document customer interactions in the CRM.
• Provide product demonstrations and training as needed.

Conocimientos

Customer service

Technical troubleshooting

Communication skills

Analytical thinking

Fast-paced environment

Herramientas

Intercom

Zendesk

SQL scripting

CRM tools

Descripción del empleo

Job Description:

Work Setup: WFH

Equipment: BYOD (Windows)

Schedule: 8am to 5pm CT

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

• Preferred with US Based clients experience and Zendesk Experience.

Work Environment:

• 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
• 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

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Disclaimer:

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.