Technical Support Representative

SupportNinja; United States; On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

Paid time off, birthday leave

Skills training and professional deveI

Job summary

SupportNinja in the United States is seeking a Technical Support Representative to provide basic technical support to customers, troubleshoot issues with software and medical applications, and deliver timely solutions while delivering excellent service.

You will triage tickets, communicate clearly with non-technical users, and collaborate with other teams to resolve problems. Prior CSR and tech support experience are required; CRM experience is preferred.

Qualifications

• 1 year of CSR experience is required.
• 6 months of experience in a technical support role involving software, web applications, or medical software troubleshooting.
• Good communication skills, both verbal and written.
• Proficiency in using computer applications and software.
• Experience using a CRM is preferred.
• Medical-related schooling or coding/billing background is a plus.

Responsibilities

• Provide basic technical support to customers with issues in products or services.
• Identify and troubleshoot technical problems and provide timely solutions.
• Explain technical solutions to non-technical customers clearly.
• Ensure accurate ticket triaging and follow-up.
• Escalate complex issues when needed and document interactions in CRM.
• Meet or exceed KPI targets and continuously improve product knowledge.

Skills

Customer service

Technical troubleshooting

Verbal & written communication

CRM experience

Education

Medical software or billing background

Tools

CRM software

Job description

The Technical Support Representative 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 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

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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.