Technical Support Agent

Pampanga, Central Luzon
SupportNinja Careers – Technical Support /
Full Time /
On-site
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.

This is an onsite position at The Hideout, Clark, Pampanga.

The Technical Support Representative is responsible for providing 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 look like?

    • Provides support to consumers and small/medium size businesses (SMB) 
    • Provides basic technical support to customers by phone, chat, and email
    • Researches customers’ concerns to provide appropriate resolutions
    • Creates and maintains case management records of daily problems and remedial actions taken, or installation activities
    • Interfaces with customers regarding other vendors' equipment to find solutions to customer's concerns
    • Develops training materials and procedures, or train users in the proper use of hardware or software 
    • Creates and maintains knowledge base articles to foster customer self-help tools available on-line
    • Additional duties as assigned

What are the required qualifications for a Technical Support Representative?

    • High School diploma or College undergraduates with relevant experience are welcome to apply
    • At least one year of Hardware or Software support experience (preferably Microsoft, PC troubleshooting) in a BPO or call center setting
    • Familiar with networking, hardware and software issues 
    • Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X 
    • Good communication skills (conversant)
    • Willing to work onsite

Nice-to-have qualifications:

    • Zendesk
    • Salesforce
    • Cybersecurity

    • #abetterwaytogrow
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
     Free lunch provided daily
     24/7 Shuttle Service available

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.