Technical Support Representative L2 (SaaS)

SupportNinja; Metro Manila; A distancia; PHP 240.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

HMO day 1

Retirement plan

Life Insurance

Paid time off

Birthday leave

Bonus plans

Training programs

Referral program

Descripción de la vacante

SupportNinja is hiring a Technical Support Representative II in Metro Manila for a full-time remote role. You will handle multi-channel customer support, troubleshoot complex SaaS issues, and collaborate with Engineering to improve products.

The position emphasizes premium service for key clients and data-driven reporting. Ideal candidates have 2+ years in customer-facing tech support, strong communication, and a passion for continuous learning.

Formación

• 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.

Responsabilidades

• 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
• Develop deep understanding of client services and integrations
• Follow up with customers and document interactions in CRM
• Assist customers with product demonstrations, training and best practices

Conocimientos

Customer-facing support

Problem solving

Analytical skills

Communication

Interpersonal skills

Fast-paced environment

Continuous learning

Herramientas

Intercom

Zendesk

SQL scripting

Descripción del empleo

Work Setup:Remote

Equipment:BYOD (Windows)

Schedule:8am to 5pm CT | M-F

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

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?