Technical Support Representative II (SQL + MSSQL + Datadog)

SupportNinja; Hinoba-an; Hybrid; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Competitive pay

Gov't benefits

Retirement plan

Life Insurance

Paid time off

Bonus plans

Training & development

Employee referral

Office space

Free lunch

Job summary

SupportNinja is seeking a Technical Support Representative II for on-site work in Clark, Pampanga. The role involves providing advanced technical support, troubleshooting complex issues, and delivering exceptional customer service.

The ideal candidate has 2+ years in technical support (call center preferred), strong communication skills, and expertise in SQL, Datadog, and CRM tools. On-site benefits include a collaborative environment and ongoing training.

Qualifications

• 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.

Responsibilities

• Provide advanced technical support to customers experiencing issues while delivering excellent customer service.
• Identify and troubleshoot advanced technical problems and provide timely and effective solutions.
• Communicate technical solutions to non-technical customers clearly and concisely.
• Escalate complex issues to higher-level team members as necessary.
• Document customer interactions and technical issues in a CRM system.
• Provide feedback on product improvements based on customer feedback and issues.
• Collaborate with other departments to resolve customer issues.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues.

Skills

Strong communication

Troubleshooting

SQL

CRM experience

Critical thinking

Computer applications

Tools

CRM software

Datadog

MS SQL

Job description

Full Time Salary Clark Pampanga, Angeles Pampanga, Central Luzon, PH

Work Setup: On-site at The Hideout, Clark, Pampanga.

Type of Contract: Full-Time
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

• Has BPO experience (B2B)

Ninja Perks and Benefits

Full time employees

• 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
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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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.