Technical Support Specialist (SQL)

Manila / Work From Home, Philippines / Clark Pampanga, Central Luzon
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.

The Technical Support Representative 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 look like?

    • Accept and resolve customer requests and support issues via inbound calls, outbound follow-ups, email, and chat Triage tickets to the appropriate internal departments and work to resolve the issue.
    • Provide front-line technical customer support to clients by troubleshooting and resolving complex support issues
    • Work closely with our development and IT teams to identify and resolve technical issues that arise during the use of our products
    • Document customer issues and resolutions in our support system with clear and concise language to ensure root cause is identified and resolution is properly documented for future reference Improve efficiency by creating
    • Knowledgebase documentation for customers and internal use Identify and communicate trends in customer support issues to management
    • Act as the primary point of contact for customer inquiries and escalations
    • Engage with our partners and business leaders across the organization to ensure customer requests are resolved efficiently and effectively while addressing the customers' short-term & long-term needs
    • Meet or exceed performance expectations based on key performance indicators like customer experience, effectiveness, and efficiency Identify, resolve, and or escalate risks that may impact the business
    • Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements

What are the required qualifications for a Technical Support Representative?

    • Must have a high school diploma or equivalent
    • At least 2 years of relevant work experience as Technical Support or equivalent
    • Must have knowledge/experience with SQL and MS SQL Server
    • Experience using computer applications such as Microsoft Office and CRM software (any).
    • Knowledge of RDP, Teamviewer, and other related troubleshooting tools
    • Creating Knowledge-based documentation
    • Strong communication skills. An expert communicator in both small talk & high-pressure moments.
    • Strong analytical and problem-solving skills
    • Excellent time-management skills.
    • Takes the lead on projects while juggling other tasks. Must thrive in dynamic environments. Driven to grow and take on new responsibilities.
    • Team player, open to accepting feedback to ensure the team’s success.
    • Strong attention to detail, organization skills, and ability to focus on assigned tasks with a passion for helping people
    • Ability to learn and work effectively in a remote and hybrid work environment
    • A quick thinker and a fast learner with the ability to work in a rapidly changing environment
    • Technology savvy individual who can adapt to rapidly changing tools and technologies
    • Excited about growing a career within a rapidly growing company
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?
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.