Technical Support Representative II

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 grow by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. As a Ninja, you are guaranteed a culture dedicated to our core values : Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.The Technical Support Representative II 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 as a Technical Support Representative II look like?

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers
• Communicates technical solutions to non-technical customers in a clear and concise manner
• Escalates complex issues to higher-level team members as necessary
• Documents customer interactions and technical issues in a customer relationship management (CRM) system
• Provides feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborates with other departments as needed to resolve customer issues
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPI’s
• Performs other duties as assigned

What are the required qualifications for a Technical Support Representative II?

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