Technical Support Representative in Quezon City, NCR at SupportNinja

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 basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves 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
• Perform other duties as assigned

What are the required qualifications for a Technical Support Representative?

• Must have high school diploma or equivalent
• Must be 18 years of age or older
• Experience in a technical support role or equivalent:
  • Level 1: At least 6 months of experience in technical support or related field
  • Level 2: 1-2 years of experience in technical support
  • Level 3: 3+ years of experience in technical support, including advanced troubleshooting and problem-solving skills
• Good communication skills, both verbal and written
• Proficiency in using computer applications and software
• Experience using a CRM preferred

Core Competencies:

• Customer Service/Focus
• Technical Knowledge
• Critical Thinking
• Investigative Mindset/Curiosity
• Patient and Empathetic Attitude
• Teamwork
• Results-oriented
• Adaptability and Learning
• Escalation Awareness

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)

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