Technical Support Representative II in Quezon City at SupportNinja

Are you a technical investigator who loves solving complex puzzles? As our next Technical Support Representative II, you won’t just be answering queries—you’ll be a vital member of the support team, ensuring customers receive timely and effective solutions for complex technical issues. We are looking for an analytical individual who thrives in a multi-channel environment and is ready to tackle challenges ranging from Bluetooth connectivity to device calibration. If you are a SaaS-experienced professional with C1-level communication skills, your next career move starts here.

• Work Setup: Onsite - The Sanctum, Quezon city

• Type of Contract: Full-Time

• Schedule/Hours: within the 7 AM – 7 PM US Eastern Time window, Mon–Fri (Night Shift)
  
  

The Technical Support Representative II is responsible for providing advanced technical support to customers experiencing issues with their products or services. This role utilizes deep technical knowledge to identify, troubleshoot, and resolve problems while delivering excellent service to ensure customer satisfaction and loyalty.

• Multi-Channel Troubleshooting: Handle inbound support via Intercom, email, live chat, and WhatsApp.

• Advanced Technical Support: Resolve complex issues involving device setup, onboarding, Bluetooth connectivity, and calibration errors.

• Issue Differentiation: Critically identify and differentiate between hardware failures, software bugs, user errors, and data issues.

• Product Evolution Support: Adapt to and support continuous product changes and updates occurring approximately every 6 weeks.

• Clear Communication: Communicate technical solutions to non-technical customers in a clear and concise manner.

• Data Integrity: Document all customer interactions and technical issues accurately within the CRM system.

• Product Feedback: Provide active feedback on product improvements based on recurring technical issues and customer insights.

• KPI Performance: Meet or exceed performance targets for related KPIs while adhering to company policies.

• Experience: Minimum of 2 years of experience in technical support or an equivalent role, preferably in a call center environment.

• SaaS Background: Prior experience in a SaaS environment is a hard requirement.

• Communication: C1 level communications (verbal and written) with a focus on US customer coverage.

• Technical Troubleshooting: Advanced knowledge in hardware, software, and systems troubleshooting.

• Tools: Proficiency in computer applications and experience using a CRM (Intercom preferred).

• Analytical Thinker: You use multiple data sources, backend tools, and customer inputs to diagnose hardware and user-related issues.

• Empathetic Professional: You maintain a positive, professional, and empathetic attitude toward customers and colleagues at all times.

• Adaptable Learner: You continuously improve your knowledge through training programs and learning modules to keep up with frequent product updates.

  
  

• Competitive Compensation:

• Adherence to government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO starting on Day 1.

• Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service.

• Paid time off + birthday leave.

• Opportunities for skills training and professional development.

Discover A Better Way to Grow! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/p3gnPCi_15lHXEjfDk1KD

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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