Technical Support Representative II at SupportNinja

Are you ready to move beyond support and start driving the future of display technology? As the next Technical Support Specialist (TSR II), you won’t just be answering questions—you’ll be a foundational member of the newly launched partnership. We are looking for a natural investigator who thrives on supporting cutting-edge AI and E-Ink features and providing a seamless experience during high-stakes product launches. If you’re a technical expert with a passion for problem-solving and a data-driven approach to customer success, your next big career move starts here.

Work Setup: Remote - Philippines

Type of Contract: Full-Time

The Technical Support Specialist (TSR II) provides advanced technical support for the new client product launch, ensuring customers achieve maximum value from their devices. This role serves as a trusted technical partner during the pre-order shipment and post-launch phases, handling inquiries across chat and email during US hours. Beyond day-to-day troubleshooting, this role focuses on driving customer guidance, maintaining knowledge-base accuracy, and collaborating within the newly formed support team to ensure a seamless launch experience.

Operational

• Provide basic to advanced technical support for the client product launch, handling inquiries related to AI and E-Ink feature concerns via chat and email.

• Provide basic to advanced troubleshooting to the device and/or account of the customer to ensure timely resolution.

• Conduct basic to advanced account and/or device walkthroughs to guide customers through the new product navigation.

• Interface with customers regarding other vendors' equipment to find comprehensive solutions to customer's concerns.

Process Improvement

• Research customers’ concerns to provide appropriate resolution and identify potential platform bugs or user errors.

• Create and maintain case management records of daily problems and remedial actions taken, or installation activities.

• Create and maintain knowledge base articles to foster customer self-help tools available on-line.

• Maintains and helps optimize existing systems by leveraging learned knowledge to assess needs and provide solutions.

Employee Development & Related Duties

• Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly.

• Perform other duties as assigned to support the account setup and pre-order customer support readiness.

Education & Experience

• At least two years of experience or equivalent education supporting networking protocol, IT related hardware and software and/or mobile networking support.

• A year worth of experience in Technical Support or in a similar role covering hardware and software management.

• General knowledge of technological devices including IT related hardware and software and their common issues.

• Strong background with the internet and how it works with different systems and browsers.

• Knowledge of major Operating Systems Windows and Mac OS/X.

• Natural curiosity for technology and trending tools (experience with AI or E-Ink display tech is a plus).

Skills Requirement

• Familiar with different hardware and software issues with a focus on issue resolution.

• Basic phone contact handling skills and active listening with strong communication and presentation skills.

• Works independently with general supervision; able to solve difficult but typically not complex problems.

• May influence others within the job area through explanation of facts, policies and practices.

• Technical Problem Solvers: You are a natural investigator who can navigate technical ambiguity (like new AI/E-Ink features) without "freezing." You find workarounds and solutions when the path isn't immediately clear.

• Customer Centric Proactivity: You anticipate needs during a product launch and build strong relationships rather than simply reacting to tickets. You stay ahead of the customer’s journey.

• Outcome Drivers: You don't just answer "how-to" questions. You ensure the user actually completes their project using the product. You are focused on the final result, not just the interaction.

• Conflict Resilient: You are able to handle tough conversations without taking it personally. You remain professional and solution-oriented during high-pressure launch moments.

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO 1st day

• 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! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/QsB0H_TuMaMobE5GhJ-6C

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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