We’re obsessed with growth!
From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo.
We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture.
What does a day in the life of 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 provide 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?
- Previous technical support experience or equivalent
- Strong communication skills, both verbal and written
- Proficient in using computers and various software applications
Having these qualifications are helpful, but not required
- Previous experience in the call center environment
- Experience in the SaaS industry
- Experience supporting customers via phone calls, chat and email
- Familiar with CRM systems and practices
Ninja Perks and Benefits
- Competitive compensation
- Medical, dental and vision insurance
- Paid time off, birthday leave
- 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?