Technical Support Representative

Ninja Partners LLC; Texas; Remote; USD 18,000 - 26,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Opportunities for skills training and

personal and professional development

Job summary

Ninja Partners LLC is seeking a remote-based Customer Support Specialist to assist customers with technical issues on our healthcare software. This full-time role uses BYOD and involves clear communication and meticulous ticketing.

You will triage, troubleshoot, and escalate as needed while maintaining empathy and professionalism. Training and collaboration with other teams are part of the role to ensure customer satisfaction.

Qualifications

• About 1 year of CSR experience.
• About 6 months in a technical support role (software/web or medical apps).
• Good verbal and written communication skills.
• Proficiency with computer applications and software.
• Experience using a CRM is preferred.
• Medical schooling or billing/coding knowledge is a plus.

Responsibilities

• Provide basic technical support to customers with issues on our products or services.
• Identify and troubleshoot technical problems and provide timely solutions.
• Explain technical solutions clearly to non-technical customers.
• Ensure accurate ticket triaging.
• Follow up with customers after initial contact to confirm resolution and offer further help.
• Escalate complex issues to higher-level team members as needed.
• Document customer interactions and issues in a CRM system.
• Deliver excellent customer service to ensure satisfaction and loyalty.
• Adhere to company policies and procedures and meet performance KPIs.
• Continuously improve knowledge through training and learning modules.
• Collaborate with other departments to resolve customer issues.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues.
• Support nursing homes and troubleshoot medical software.

Skills

CSR experience

Technical support

CRM usage

Medical software

Nursing home support

Communication skills

Education

Medical schooling

Billing/coding knowledge

Tools

CRM system

Job description

Work Setup: Remote Type of Contract: Full Time

Salary: $16/h

Equipment: BYOD (Bring-Your-Own-Device)

What You’ll Do

• Provide basic technical support to customers who are experiencing technical issues with their products or services


• Identify and troubleshoot technical problems, and provides timely and effective solutions to customers


• Communicate technical solutions to non-technical customers in a clear and concise manner


• Ensure accurate ticket triaging


• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed


• Escalate complex issues to higher-level team members as necessary


• Document customer interactions and technical issues in a customer relationship management (CRM) system


• Provide excellent customer service to ensure customer satisfaction and loyalty


• Adhere to company policies and procedures


• Meet or exceed performance targets for related KPIs


• Continuously improves 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


• Support nursing homes and troubleshoot medical software

What we're looking for

• ~1 year of CSR experience is a must


• ~6 months of experience in a technical support role - software and web application or any type of medical software troubleshooting


• ~ Good communication skills, both verbal and written


• ~ Proficiency in using computer applications and software


• ~ Experience using a CRM is preferred


• ~ Any type of medical/schooling - coding and or billing

Ninja Perks and Benefits

• Competitive compensation


• Medical, dental and vision insurance


• Paid time off, birthday leave


• Opportunities for skills training and personal and professional development

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.