Technical Support Representative III in Taguig, NCR at SupportNinja

The Technical Support Representative IIIis responsible for providing advanced technical support to customers who are experiencing complex 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 role will support as a mentor to other team members.

What does a day in the life as a Technical Support Representative III II look like?

• Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Report system issues to leadership
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Create and update knowledge based articles, FAQs, and troubleshooting guides to help customers and junior support staff
• Manage escalations from junior support teams and ensuring that issues are resolved effectively and efficiently
• Serve as a mentor to other team members when needed
• Continuously improve 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
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

What are the required qualifications for a Technical Support Representative III?

• Must have high school diploma or equivalent
• Must be 18 years of age or older
• 3 years experience in a technical support role or equivalent, preferably in a call center environment
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting skills in hardware, software, and/or network systems
• Proficiency in using computer applications and software
• Experience using a CRM preferred, but not required
• Previous experience as a mentor 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
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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