Technical Support Representative III (SaaS) | REMOTE in at Supportninja

Work Setup: Remote

Start Date: ASAP

Schedule: Flexible, including night shift

Equipment: BYOD (16GB RAM)

As a Technical Support Representative, you’ll provide exceptional customer support while helping improve the systems and processes behind the Customer Experience organization. The role combines problem-solving, empathy, data analysis, and operational expertise to resolve customer issues, identify trends, and collaborate across teams to improve products and services. You’ll also help maintain SOPs, the knowledge base, and support documentation, while driving continuous improvements to create a scalable and consistent customer experience.

What does a day in the life of a Technical Support Representative look like?

Deliver Outstanding Customer Support

• Respond to customer inquiries through email and other support channels while consistently meeting established service level agreements (SLAs).
• Troubleshoot account, billing, subscription, and technical issues across mobile applications and web platforms.
• Provide clear, empathetic, and easy-to-understand guidance that helps customers quickly resolve issues.
• Take ownership of customer concerns from initial contact through resolution, escalating when appropriate.

Identify Customer Insights

• Monitor support trends and identify recurring customer pain points, technical issues, or process gaps.
• Communicate meaningful insights to Product, Engineering, and internal stakeholders
• Help improve the customer experience by recommending solutions based on customer feedback and support data

Collaborate Across Teams

• Partner with teammates and cross-functional stakeholders to share knowledge, improve documentation, and maintain consistent support practices.
• Assist during product launches, incidents, and service updates by providing customer impact feedback.
• Serve as a resource for supporting best practices and operational improvements across the Customer Experience team.

Drive Customer Experience Operations

• Develop, document, and maintain Standard Operating Procedures (SOPs) to ensure consistent, scalable support processes.
• Own and continuously improve the Customer Experience knowledge base by creating, updating, and organizing internal documentation and customer-facing support content.
• Identify opportunities to streamline workflows, automate repetitive tasks, and improve operational efficiency.
• Help refine support processes, templates, and customer communications to improve quality and consistency.
• Participate in continuous improvement initiatives that enhance both the customer and team experience.

What are the required qualifications for a Technical Support Representative ?

• 3+ years of experience in technical support or a related customer-facing role.
• Experience supporting web-based and mobile applications.
• Excellent written and verbal communication skills with a strong customer-first mindset.
• Strong troubleshooting, critical thinking, and problem-solving abilities.
• Comfortable navigating multiple software platforms and learning new technologies quickly.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze trends and communicate actionable recommendations.
• Demonstrated experience creating and maintaining SOPs, process documentation, or operational playbooks.
• Experience managing or maintaining internal knowledge bases or documentation repositories.

Preferred qualifications:

• Experience supporting SaaS or digital healthcare products.
• Experience working with healthcare professionals or healthcare technology.
• Familiarity with CRM or support platforms such as Zendesk, Salesforce, or similar tools.
• Experience supporting billing, subscriptions, or account management.
• Working knowledge of Microsoft Office or Google Workspace.
• Experience with knowledge management, documentation strategy, or process improvement initiatives.
• Experience training or mentoring team members on support processes and best practices.
• Customer support platforms (Zendesk, Salesforce, Freshdesk)
• Knowledge base management platforms
• SOP development and process documentation
• Analytics or reporting tools
• Workflow automation or process improvement methodologies
• Mobile app troubleshooting (iOS and Android)
• Healthcare technology or medical software

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/1NDC6D3kmlWSk6E_vyvoU

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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