Technical Support Representative II

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.

This is an onsite position at The Hideout, Clark, Pampanga.

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?

• Undergraduates are welcome to apply
• Previous experience in a technical support, troubleshooting, customer service or equivalent position
• Knowledge with basic troubleshooting on hardware device connectivity and wifi connectivity
• Above average communication skills, both verbal and written
• Proficient in using computers and various software applications
• Must be willing to work onsite at Hide Out Office, Clark Pampanga
• Willing to work on a night shift

Having these qualifications are helpful, but not required

• Experience supporting customers on all channels - voice calls, chat and email Familiar with CRM systems and practices
• Troubleshooting devices such as phones, printers, cable, routers etc.
• Knowledge of major operating systems including Windows and Mac OS/X

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

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

● 24/7 Shuttle Service available (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! 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.