👉 Please mention that you found this job on CalmJobs, thanks!
Full Details of Job Post
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
The Technical Support Representative is responsible for providing basic to advanced 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 as a Technical Support Representative look like?
Provide technical support to customers by phone, chat, and email
Provide troubleshooting steps for the device and/or account of the customer
Conduct account and/or device walkthroughs
Research customers’ concern to provide appropriate resolution
Create and maintain case management records of daily problems and remedial actions taken, or installation activities
Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly
Acquire proficiency in the use and configuration of products through customer led training
Create and maintain knowledge base articles to foster customer self-help tools available on-line
Maintain and help optimize existing systems
Leverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutions
Perform other duties as assigned
What are the required qualifications for a Technical Support Representative?
Must have high school diploma or equivalent
Minimum 6 months experience as technical support role or equivalent
Knowledge with IOT (Internet of Things)
Knowledge of Hardware or Software support experience (preferably Microsoft, PC troubleshooting) in a BPO or call center setting
Telco experience
Familiar with networking, hardware and software issues
Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X
Proficiency in using computer applications and software
Above average communication skills, both verbal and written
Experience using a CRM preferred
Ninja Perks and Benefits
*Full time employees
● 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
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
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.