Technical Support Representative II (SQL + MSSQL + Datadog)

SupportNinja

Central Luzon

On-site

PHP 25,000 - 35,000

Full time

6 days ago

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Benefits offered by this job

Competitive compensation

Retirement Savings Program

Life Insurance

HMO on day 1

Paid time off

Bonus and incentive plans

Skills training opportunities

Employee Referral Program

Free lunch provided daily

Job summary

SupportNinja is hiring a Technical Support Representative II for an on-site role at The Hideout, Clark, Pampanga. This full-time position involves providing advanced technical support to customers, troubleshooting technical issues, and documenting interactions in a CRM system.

The ideal candidate will have at least 2 years of experience in technical support, with strong communication skills and proficiency in SQL and Microsoft SQL Server.

Qualifications

Minimum of 2 years of experience in technical support, preferably in a call center environment.
Strong communication skills, both verbal and written.
Advanced technical troubleshooting knowledge in hardware, software, and/or systems.

Responsibilities

Provide advanced technical support to customers experiencing issues.
Identify and troubleshoot advanced technical problems.
Communicate technical solutions clearly to non-technical customers.
Document customer interactions in CRM.

Skills

Technical troubleshooting

Communication skills

Critical thinking

Computer application proficiency

SQL expertise

Use of CRM

Tools

Microsoft SQL Server

Datadog

Job description

Work Setup:

On-site at The Hideout, Clark, Pampanga.

Type of Contract:

Full-Time

Technical Support Representative II

The Technical Support Representative II is responsible for providing basic 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 provide 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 II?

6 months of experience in a technical support role or equivalent preferred
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
Expertise in SQL, Microsoft SQL Server (MS SQL), and Datadog.

Preferred qualifications