Technical Support Representative

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Job function: Technical Support
Job type: Full Time,
Job posted: 27 Apr 2025
Apply before: 27 May 2025
Views / Applies: 12345 / 123

Growth can be a great problem to have—as long as you have the right team.

Outsourcing/Offshoring
2015

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?

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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