Why we're awesome?
SupportNinja is redefining the outsourcing space.
Our mission is to "Show the World a Better way to Outsource".
What does this mean?
We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces.
Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits.
Our client roster includes HotelTonight, Warner Music/Level, SeatGeek, and more.
SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.
Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!
About the role
- Maps out the most frequent issues and identifies potential solutions.
- Research and identify solutions to software issues.
- Diagnose and troubleshoot technical issues.
- Asks customers targeted questions to quickly understand the root of the problem.
- Tracks computer system issues through to resolution, within agreed time limits.
- Properly escalates unresolved issues to appropriate internal teams.
- Refers to internal databases or external resources to provide accurate tech solutions.
- Ensures all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with ticket issuers to ensure their IT systems are fully functional after troubleshooting.
- Documents technical knowledge in the form of notes and manuals.
- System onboarding, administration, and troubleshooting.
- Working with our product and technology team to solve underlying issues
- Improving help documentation for our customers and partners
- Teaching our chatbot to automatically respond to common issues
- Partnering with other departments as needed to support our customers
- Providing Voice of Customer feedback to the Product team on a regular basis
- Perform other duties as assigned.
**Qualifications**:
- At least 1 year of experience or equivalent education.
- Familiar with CRM systems and practices
- Experience in supporting Software Applications
- Excellent communication, interpersonal, organizational and presentation skills.
- Familiar with networking hardware and software issues.
- Nice to have Accuracy and efficiency with very good organizational skills and the ability to manage tasks simultaneously
- Can work independently; this position requires mínimal supervision
- Demonstrates ability to perform duties independently and handle additional responsibilities;
- Promotes a positive team environment
- Customer orientation and ability to adapt/respond to different types of characters
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Strong Detail orientation.
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Technical Support Representative: 1 year (required)