Technical Support Representative (B2B SaaS) | ONSITE in Quezon City at Supportninja

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Start Date: ASAP

Schedule: 10PM - 7AM or 11PM - 8AM Manila

The Technical Support Representative I 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?

• Communicate with customers over email, chat, and phone
• Triage Inbound Support tickets by categorizing them according to predefined requirements
• Manage and resolve Tier 1 Tickets, escalate Tier 2 tickets to Tier 2 team and file Jira tickets for the R&D team.
• Work with the Education team to create knowledge articles for the customers.
• Become a product expert and provide customers with best practices on product usage.
• Bring your creative thinking, strategies, and ideas to advance growth
• Learn from others and develop yourself as a customer service professional
• 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 KPI’s.
• Perform other duties as assigned.

What are the required qualifications for a Technical Support Representative ?

• 2+ years of experience in a successful technical/customer support role or similar
• Must have technical/customer support role in a B2B SaaS industry
• Have excellent verbal and written communication skills in English
• Available to work in rotating shifts to support our 24/7 coverage
• Someone who enjoys talking to people
• A great communicator who can easily explain complex issues
• Have a customer-focused attitude and put customers first in all interactions
• Goal-oriented, motivated, and able to adapt quickly
• High level of organization and great attention to detail
• Uses a great sense of humor to overcome any obstacle
• Managing and resolving support tickets is a breeze for you
• Basic knowledge of HTML and CSS
• Familiar with Zendesk and Jira is a plus
• Coding experience is a plus (any language)

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

• Free lunch provided daily

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/V0wkwlxzyevfwh2lbGhIR

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.

#Supportninjajobs