Technical Support Representative II (Zendesk) | REMOTE at Supportninja

Work Setup: Remote

Start Date: ASAP

Schedule: 9pm - 6am Manila time (subject to change) | M-F

Equipment: BYOD

The Technical Support Representative II is responsible for providing 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 of a Technical Support Representative look like?

• Provide advanced technical support to customers who are experiencing 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.
• Escalate complex issues to higher-level team members as necessary.
• 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.
• 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 KP’s.
• Perform other duties as assigned.

What are the required qualifications for a Technical Support Representative ?

• Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Critical thinking skills
• Proficiency in using computer applications and software
• Experience using a CRM (Zendesk is preferred other similar tools are acceptable)
• Experience with pylon and linear is an advantage
• Experience with New Relic is a big plus

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

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

If you are interested, you can access your instant interview here: https://alpharun.com/i/yVn8U5p4h9iqWttfp-m0Z

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.

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