Technical Support Representative II (English Only) in at SupportNinja

Work Setup: On-site in Cluj, Romania

The Technical Support Representative II is responsible for handling customer inquiries and resolving moderately complex issues via up to two communication channels, including phone, email, and chat. This role serves as an experienced customer support resource by providing product and service guidance, managing escalated customer concerns, and delivering high-quality customer experiences while meeting operational performance expectations.

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

• Respond to customer inquiries through up to two communication channels, including phone, email, or chat

• Handle customer cases that remain unresolved after Fin/automation

• Handle more complex, long-tail, and unique cases outside the generic playbook

• Troubleshoot customer issues including email syncing, automations, billing, payments, subscriptions, renewals/discounts, and account/access issues

• Investigate beyond existing documentation/playbooks to find solutions

• Use no-code tools such as Zapier/Make

• Take cases through to closure rather than simply escalating

• Escalate genuine product bugs to Product while avoiding Product as a general escalation path

• Contribute to improving playbooks/system coverage based on recurring issues

• Explain technical issues clearly to non-technical customers and translate technical concepts into simple language

What are the required qualifications of a Technical Support Representative II?

• 1 to 2+ years in technical support for a SaaS product, ideally CRM or sales tools
• Understands how integrations, APIs and email connections (IMAP, OAuth) work
• Comfortable with CSV imports, field mapping, bulk changes
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Proficiency in using computer applications and software

Benefits:

• 21 days of annual leave credits

• Medical

• Remote Work Allowance (400 lei gross/month)

• Meal tickets (40 lei/working day)

If you are interested, you can access your instant interview here: https://alpharun.com/i/2pwdPz52rnkl5tnyvYk0X

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