Technical Support Representative II
Clark Pampanga, Central Luzon / 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 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?
- Provide advance technical support to customers by phone, chat, and email
- Provide troubleshooting steps for the device and/or account of the customer
- Conduct account and/or device walkthroughs
- Research customers’ concern to provide appropriate resolution
- Create and maintain case management records of daily problems and remedial actions taken, or installation activities
- Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly
- Acquire proficiency in the use and configuration of products through customer led training
- Create and maintain knowledge base articles to foster customer self-help tools available on-line
- Maintain and help optimize existing systems
- Leverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutions
- Perform other duties as assigned
What are the required qualifications for a Technical Support Representative II?
- A degree or diploma in a relevant field such as Information Technology, Computer Science, or a related discipline is preferred.
- A minimum of 2 years of experience in a technical support role, preferably in a Tier 2 or equivalent capacity.
- A strong background in IT with a deep understanding of hardware, software, networks, and configurations
- The ability to analyze and troubleshoot complex technical issues efficiently is crucial.
- Excellent communication and customer service skills to effectively assist users and provide clear explanations.
- Proficiency in various operating systems, including Windows, macOS, and Linux.
- Understanding of basic networking concepts and protocols
- Proficiency in documenting troubleshooting steps and resolutions for future reference.
- The ability to prioritize and manage multiple tasks while maintaining a high level of attention to detail.
Nice-to-have qualifications:
- Relevant certifications such as CompTIA A+, Network+, or other industry-recognized certifications are a plus.
- Familiarity with scripting languages (e.g., PowerShell, Python) for automation and configuration tasks.
- Knowledge of ticketing systems for issue tracking and resolution.
- Experience in providing training or guidance to end-users for better understanding and prevention of recurring issues.
- Specific knowledge or certifications related to the products and technologies the company utilizes.'
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.
