Spanish Bilingual Technical Support Representative L3

Work From Home, Colombia
SupportNinja Careers – Technical Support /
Full Time /
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.

Salary: COP 4,650,000
Start Date: ASAP
Work Schedule: 9:00 AM - 5:00 PM EST, Monday-Friday
Work Set Up: Remote
Type of Contract: Full Time
Equipment Provision: Company Provided

Job Summary: Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams, PSAs offer a world class support experience for Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments. 

Successful candidates must have strong analytical skills and be creative problem solvers.  They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies.  They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary. 

What does a day in the life as a Technical Support Representative look like?

    • Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering.
    • Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
    • Identify and correct improperly configured installations.
    • Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
    • Create, update, and resolve support cases within defined Service Level Objectives
    • Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
    • Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
    • Participate in collaborative troubleshooting sessions to identify root causes of complex issues
    • Participate in a shift rotation including weekdays, evenings, and weekends
    • Perform other duties as assigned by Manager

What are the required qualifications of a Technical Support Representative?

    • Minimum of 1 year of relevant work experience in a similar role and customer service
    • Minimum of 6 months - 1 year experience working in a Helpdesk environment
    • Ability to work with API automation using tools such as Postman
    • Ability to join large flat files such as CSVs in SQL, Excel, or BI Tools
    • At least 1-2 years of working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
    • Excellent communication (Spanish/English written and verbal), problem solving and management skills

What are the nice to have qualifications of a Technical Support Representative?

    • Bachelor's degree in Computer Science or equivalent technical experience
    • Certifications
    • LMS experience – user, administration, and/or support
    • Experience with Salesforce or any other ticketing system
    • Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
    • Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
    • Wireshark, Fiddler, and other browser based diagnostic and reporting tools

What are the core competencies needed as a Technical Support Representative?

    • Communication skills, Transparency, Proactiveness
    • Problem Solving skills and Decision making
    • Organization skills and Result Oriented
    • Logical Thinking skills
$4,650,000 - $4,650,000 a month

Ninja Perks and Benefits
       Competitive compensation
       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?
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.