SaaS Application Support (Contract Management Application)
Manila
SupportNinja Careers – Customer Support /
Full Time /
Remote
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.
As a Level 3 Technical Support, you will play a crucial role in providing technical support and ensuring smooth operations of our platform. Your primary responsibilities will include troubleshooting complex issues related to contract management features, guiding customers through technical challenges via virtual meetings, and maintaining high customer satisfaction.
What does a day in the life as a SaaS Application Support (Contract Management Application) look like?
- Provide advanced technical support via chat, email, and occasional phone calls, focusing on contract management features.
- Troubleshoot and resolve questions and issues on a SaaS platform.
- Collaborate closely with customers to understand and resolve technical challenges, utilizing Zoom or Google Meet tools for screen sharing and virtual guidance.
- Effectively manage and prioritize technical support tickets in JIRA, ensuring timely resolution and clear communication with stakeholders.
- Proactively identify and escalate bugs or platform issues to the development team, contributing to continuous improvement efforts.
- Uphold a high standard of customer service and satisfaction (CSAT of 95% and above), demonstrating empathy and professionalism in all interactions.
What are the required qualifications of a SaaS Application Support (Contract Management Application)?
- Bachelor’s degree in Computer Science, Information Technology, or relevant field preferred.
- Online courses and certifications in contract management applications or related areas are beneficial.
- Proven experience in technical support roles on SaaS platforms, preferably with a focus on contract management features.
- Proficiency in using HubSpot for CRM and JIRA for ticketing and issue tracking.
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
- Excellent communication skills with a customer-centric mindset, capable of explaining technical concepts to non-technical users.
- Familiarity with contract management features and the ability to troubleshoot issues like platform latency.
- Ability to work independently and proactively, making informed decisions to ensure customer satisfaction.
- Willingness to adapt to a dynamic, fast-paced environment and contribute to the growth of an organization through initiative and innovation.
Ninja Perks and Benefits
*Full time employees
● Competitive compensation
● Adherence to government-mandated benefits
● Retirement Savings Program with Company Matching
● Life Insurance
● HMO on day 1
● Paid time off, birthday leave
● Bonus and incentive plans
● Opportunities for skills training and personal and professional development
● Employee Referral Program
● Beautiful office space (for onsite employees)
● Free lunch provided daily (for onsite employees)
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.
